Job description
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.
Smartsheet is looking for a Field Systems Manager to support our growing sales and operations team. You will work with the Field Systems team and related teams to manage our development lifecycle and compliance with SOX and other policies.
This role reports to the Sr. Director, Field Systems and is based in San José, Costa Rica. This is a remote eligible position.
You Will:
- Lead a team consisting of Salesforce administrators and support specialists focused on user management, issue resolution, and data quality issues
- Serve as a manager for the team whose primary responsibility is triage and resolution of cases submitted by various departments (Sales, Marketing, Customer Success, Finance, etc.) through our internal ticketing system
- Investigate and resolve issues related to Salesforce quoting processes (CPQ/Billing an advantage, but not required unless specifically needed), data integrity (e.g., duplicates, inaccuracies, missing information), system errors, and general “how-to” questions
- Implement Service Cloud improvements to assist with prioritizing and managing the case queue effectively, ensuring timely resolution and clear communication to stakeholders
- Establish and adhere to service level agreements and customer satisfaction metrics
- Collaborate with other members of the RevOps team to implement and refine Salesforce flows, validation rules, and automation to improve efficiency and data quality
- Manage the daily activities of the team, such as one-on-ones, collaboration with the development team, and prioritization and scoping of work
- Ensure work is delivered on time and that the Field Systems team meets deadlines
- Work with other team leaders within the organization to manage priorities and the delivery of work
- Build a team culture of positivity, inclusiveness, and collaboration
- Advise on training for team members in best practices both administrative and technical.
- Document solutions and contribute to our internal knowledge base
You Have:
- 5+ year managing development or administrative teams or functioning in a team lead capacity
- Previous experience in a team lead or management role, with experience coaching and developing team members
- Experience troubleshooting issues related to data quality, system errors, and user inquiries
- Experience with agile or scaled agile and devops practices
- + years of experience as a Salesforce system administrator
Perks & Benefits:
- Fully paid Health & Life insurance for full-time employees and family members
- Monthly stipend to support your work and productivity
- Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
- 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 Udemy online courses
- Company Funded Perks including a counseling membership and your own personal Smartsheet account
- Teleworking options from any registered location in Costa Rica (role specific)
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.
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