• Serve as your Pod’s domain subject matter expert (SME) and be proficient with other areas of the Smartsheet ecosystem • Support customers and peers to resolve technical issues and meet team goals/SLAs in alignment with the Support mission and core values • Serve as your team’s technical escalation point; act as the conduit to the Product and Engineering teams • Provide technical consulting, case reviews and quality assessments, internal knowledge base management • Assist with technical mentorship and contribute to growing overall domain knowledge within the team • Partner with Pod manager and individuals/team to monitor, collaborate, and participate in your team’s case queue to ensure targets are met • Participate in the triaging & monitoring of escalation requests from our internal partner organizations • Provide occasional on-call responsibilities, act as primary communication point of contact during application incidents • Identify areas for improvement to Support process and tools; as well as the Smartsheet application, API, and our various apps and integrations • Actively engage in the release readiness process, evaluating new features and changes • Additional Duties as assigned