Field System Support Representative

Field System Support Representative

For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we've always worked with flow. We're building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we're creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that's magic at work, and it's what we show up for everyday.

The Smartsheet Field Systems Team is in the business of building solutions to solve the needs of the Smartsheet Field Organization at large. We empower team members and are a significant driver of efficiency within the business. We believe in teamwork, quality, and integrity. We operate scalable business platforms that provide an incredible experience for our employees.

We are looking for a Field Systems Support Specialist to join our team. You will work with our users to ensure they receive support through answering questions and resolving issues, as well as managing data quality.

You will report to our Manager of Field Systems, located in Costa Rica.

You Will:

• Support user's questions and general inquiries regarding field and sales systems, including Salesforce, DocuSign, Outreach.io, and others.
• Assess all incoming requests for support to the Field Systems team, completing root cause analysis for issues raised and determining the best course of action.
• Manage the escalation path of requests to other members of the Field Systems team.
• Help manage user roles, profiles, and permissions within Salesforce, DocuSign, Outreach.io, and others.
• Complete data updates in Salesforce to troubleshoot bugs and errors.
• Learn about current field processes to help you respond to user inquiries and resolve system errors.
• Assist with the administration of DocuSign, Salesforce, and other tools to enhance user efficiency, including field updates and automation enhancements.
• Perform analysis on incoming requests from Users to highlight patterns and suggest improvements to our systems.

You Have:

• 2+ years of experience providing technical support to enterprise software systems.
• Experience with Salesforce and other ERP systems.
• Experience in collaborating with team members and partners to drive the creation and implementation of solutions.
• Desire to often work with people through excellent written and spoken communication.
• Enjoy working in a fast-paced and agile company with the ability to manage changing requirements.
• Motivated to learn new software and technologies through self-guided and team training.
• Enjoy helping others and providing incredible customer service to our internal user base.

Perks & Benefits:

• Fully paid Health & Life insurance for full-time employees and family members.
• Monthly stipend to support your work and productivity.
• 12 days paid Vacation + Flexible Time Away Program.
• 20 weeks fully paid Maternity Leave.
• 12 weeks fully paid Paternity/Adoption Leave.
• Personal paid Volunteer Day to support our community.
• Opportunities for professional growth and development including access to LinkedIn Learning online courses.

Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You'll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you're doing work that stretches you, excites you, and connects you to something bigger, that's magic at work. Let's build what's next, together.

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.