Sr. Technical Program Manager (Hybrid, Bangalore)

For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day. * As a Team Manager, Technical Support you will be directly responsible for managing and mentoring a team of globally distributed professionals in providing exceptional customer support experiences. This position manages the day-to-day operations of the team and works closely with other Support leaders to ensure the team is hitting its targets. Responsibilities include coaching and developing individuals within the team in their roles as product experts and participating in improvement efforts across Support. The successful candidate will be experienced (3+ years) in leading and developing a Support team within a Software as a Service environment. At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution. You will report to a Sr Support Manager within the Global Support team. Estimated Breakdown: Core responsibility distribution may change depending on business and customer need but in general fall around: * 70% People management, career development & coaching * 30% Operations: Provide oversight, case/queue management & insights of the day-to-day operations of your team, owning and driving towards meeting KPIs/SLAs You Will: * Manage & lead a team of globally distributed technical support professionals to provide enterprise-level, post-sales technical support to Smartsheet customers. Teams will be comprised of members with varying levels of technical expertise and tenure * Set clear objectives, coach & provide feedback, evaluate progress, and instill a high performance culture with focus on teamwork, customer excellence, and ownership for resolving customer issues * Own and drive performance and customer outcomes through the delivery of SLAs and KPIs * Leverage the strengths of your team to maintain case volume, reduce backlog, and deliver improvements to Support experiences * Analyze and interpret KPI metrics, customer feedback, to identify trends and make recommendations for improving efficiencies * Execute to meet targets of strategic goals set by Support Leadership * Perform regular case reviews and quality assessments of your team * Actively engage in the release readiness process and assist with evaluating new features and changes * Create a culture of inclusivity, recognizing the strengths that individuals bring to the team to promote engagement and development opportunities * Recruit to business needs, alongside recruitment partners, shaping and iterating to ensure the quality of talent attracted * Partner with the Training team, as applicable, aligning on onboarding and assessment objectives and programs, through feedback and effective communication whilst sharing any skill gaps * Promote continuous improvements through recognition and feedback within the team * Effectively partner across the global Support organization and other stakeholders to drive initiatives, share ideas, and model team collaboration * Other duties as assigned You Have: * 3+ years of prior people management or equivalent experience in mentoring, managing, or providing feedback to individual contributors * 3+ years experience working in a technical support or customer service environment, with a preference for prior experience operating in a fast-paced, high-volume technical SaaS environment with a high degree of critical thinking and problem solving * Experience with frontline management and working with or leading global teams preferred * Experience in coaching, mentoring, managing, and evaluating performance of individual contributors * Excellent end-user interaction and strong written and verbal communication skills * Leadership skills and proven track record as a resource for other team managers * Demonstrated ability to work independently and take ownership of issues or challenges * Ability and desire to learn and develop new skills quickly and grow along with a leading global software product   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, India, and Singapore. 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.   #LI-Remote

For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day. We are looking to hire a Senior Product Manager to own the Data Links product area, a high-growth, strategically critical part of Smartsheet's enterprise platform. Data Links encompasses the full suite of cross-sheet data referencing capabilities that power how enterprise customers build, maintain, and scale their solutions: dynamic dropdowns, column links, DataMesh, and DataTable. These capabilities are core to Smartsheet's competitive positioning and are at the center of a major multi-year journey to evolve Smartsheet's data model toward full relational data capabilities. The strategic roadmap ahead is ambitious: dependent dropdowns, advanced column links, a migration path away from DataMesh, and the longer-term evolution toward a relational data model. This is an individual contributor role for a product leader who brings deep customer instincts, strong technical fluency, and the confidence to drive a complex, cross-surface product area with multiple engineering squads and broad stakeholder dependencies. You Will: * Own and lead the end-to-end product strategy and execution roadmap for Data Links, spanning dynamic dropdowns, column links, DataMesh, and DataTable; making clear prioritisation and sequencing decisions across a rich, interconnected backlog * Serve as the leading voice and product owner across multiple engineering squads, navigating platform-level architectural decisions and cross-team dependencies with clarity and conviction * Drive sustained growth in dynamic dropdown and column link adoption by identifying and closing gaps in discoverability, setup success, and the creation experience across surfaces, including Table view, Forms, Reports, Dynamic View, and Mobile * Lead execution of the advanced column links programme, including duplicate handling, overwrite handling, image and hyperlink support, and report-as-a-source as the critical path to enabling Smartsheet to migrate enterprise customers away from DataMesh * Own the operational stability and serviceability of DataMesh and DataTable while shaping and executing the longer-term deprecation and migration strategy * Shape the multi-year Data Links vision: evolving dynamic dropdowns into a relational data model with record links, source record details, and AI-assisted capabilities like Smart Linked Dropdown columns * Lead customer and user discovery with enterprise personas - work admins, solution builders, system administrators, and power users, to surface signals, validate assumptions, and pressure-test product decisions before they ship * Author crisp product briefs, requirements docs, and feature specs that design and engineering can execute on without ambiguity, from early discovery through to GA and post-launch iteration * Drive cross-functional alignment across UX research and design, GTM, Customer Success, and platform teams to move features from concept to GA and measure adoption * Represent the Data Links product area in leadership reviews, WBRs, and customer-facing conversations, including enterprise account engagements * Define success metrics for every feature you ship and partner with data and analytics teams to ensure proper instrumentation, dashboards, and reporting from day one * Contribute to pricing and packaging decisions for new and evolving Data Links capabilities, working alongside pricing, sales, and GTM teams * Perform other duties as assigned You Have: * 5+ years of product management experience, including delivering high-impact features within enterprise SaaS or B2B software products * Experience owning data management, data modelling, workflow automation, platform integrations, or cross-sheet data referencing product areas is a strong plus * Proven ability to navigate ambiguous, technically complex platform problem spaces and make clear scoping and sequencing decisions across multiple engineering squads * Strong customer instincts—you know how to run structured discovery, synthesise signal from customer feedback and translate it into well-scoped, validated product decisions * A track record of authoring excellent product briefs, requirements docs, and feature specs that engineering and design can act on without ambiguity * Demonstrated ability to drive cross-functional alignment across engineering, design, GTM, and Customer Success, including dependencies across multiple surface teams * Comfort working with multiple engineering teams across time zones, including stakeholders in North America * A data-driven mindset—you define adoption, funnel, and quality metrics before you ship, and you use post-launch data to guide iteration and inform future prioritisation * Excellent written and verbal communication skills, including the ability to represent the product area confidently in leadership reviews and directly with enterprise customers * Experience with API-driven product development or working alongside platform/infrastructure engineering teams is a plus * Exposure to AI/ML product development, or shipping AI-assisted features within a SaaS platform, is a plus * Legally eligible to work in India on an ongoing basis * Fluency in English is required   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, India, and Singapore. 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.   #LI-Remote