Support Security & Abuse Specialist

| Bellevue
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Energized by solving problems and providing outstanding support? Always looking for a “better way” to do things? Ready to re-energize your career? There’s never been a better time to join Smartsheet as a Support Security & Abuse Specialist to do all of this… and more! As a Support Security & Abuse Specialist, you will initially report to the Senior Director of the Support Team and collaborate with team members across the globe. Your critical responsibilities will include delivering exceptional support to internal and external customers, maintaining high service standards, and contributing to team and cross-functional projects.

Our team currently consists of on-site groups in our Bellevue, Boston and Edinburgh offices with additional team members in the field. This role will be based on the location of the best applicant.

Here is what we need you to accomplish in Year 1:

  • Become Smartsheet Product Certified and start handling customer cases mainly on the topic of phishing, product misuse and investigation of security concerns passed to support from the Security team. This is a customer facing role within the support team. Ramping quickly on our team's processes and tools is a necessity in this role. Some additional process definition and improvement will be necessary.
  • Consistently striving to meet and exceed performance goals in areas like customer satisfaction, quality assurance, and attendance. Others from the team including leads and managers will partner with you to coach and train you to our goals, but we need you to bring high standards, strong problem-solving skills, and an astute attention to detail.
  • Assist the Support Leadership team in establishing security protocols and escalations processes on suspected phishing, impersonation or account hack attempts. Interface with the legal and other account teams when an account is in dispute or there is a question of content ownership between users.
  • Give and receive challenging and thoughtful feedback on team processes, peers, and leadership regularly. You’ll have the chance to do so during bi-weekly 1:1s with your manager and in quarterly and annual performance reviews.
  • Manage and coordinate security awareness and training for all support team members to ensure diligence and awareness of potential security risks.
  • Participate in selection of vendors, products and implementation of support based security efforts.
  • Handle all security based escalations and interface with engineering security team on an as needed basis.

Our team strives for continuous improvement; if we see something that can be fixed, we leave it better than we found it. As a Support Security & Abuse Specialist on our team, you’ll be given the resources, opportunity, and responsibility to make a difference from Day 1.

You should also know:

  • Strong writing skills and an excellent phone manner are critical to success in this role. Because the ramp time for this role is short, previous experience in a customer-facing service or support role would be a plus.
  • The schedule for this position may be outside of prime time business hours, flexibility on schedule is required.

About Smartsheet

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, the company delivers a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes. Smartsheet went public on the New York Stock Exchange in April 2018 and currently enables collaboration, better decision making, and accelerated innovation for over 76,000 domain-based customers in 190 countries, including 96 of the Fortune 100.

 Smartsheet is an Equal Opportunity Employer. Individuals seeking employment at Smartsheet are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.

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Location

10500 NE 8TH ST SUITE 1300 , Bellevue, WA 98004

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