Technical Support Engineer 2

As the most trusted global leader in data-first contract lifecycle management (CLM) software, the company helps organizations manage the end-to-end process of proposing, negotiating, signing, and leveraging contracts using our flexible Data-first Agreement Platform (DAP). With contract data as the foundation, customers quickly and collaboratively reach agreement and leverage contract visibility to thrive with competitive advantage. Employing powerful, pragmatic artificial intelligence as a legal force multiplier, and robust integration capabilities as a data liberator, organizations around the world trust the company’s certified implementers to deliver connected, intelligent, and autonomous solutions across the entire contract lifecycle.

Top analysts like Gartner, Forrester, and IDC agree, all showing the company as a leader in the CLM space. Our no code platform is easily managed and administered by business users, which is why the company is the contract you keep: nearly a full 100% of new customers are satisfied with their initial implementations, and some 97% of customers renew every year. Ours is a growing, vibrant, successful company that is at the forefront of a market that is becoming a must-have for all organizations.

We believe that the way to build the strongest, most vibrant place to work is to bring in individuals from all walks of life, and to support them in bringing their authentic selves to their day, every day. Our working philosophy is that “EX = CX”: when employee experience is excellent, so is customer experience. We support multiple Employee Resource Groups (ERGs), and offer a working environment that supports healthy work/life balance, including floating holidays and a quarterly, no-questions-asked wellness day.

Position Overview

The Technical Support Engineer 2 is responsible for troubleshooting and resolving technical issues escalated by the Tier 1 team. In this role you will also build deeper technical expertise in some areas of the product and interface with other teams such as Tier 3, development, and CSMs to achieve the best customer experience possible. To do this, you will need a deep understanding of the company platform and related technologies, have strong critical thinking skills, and be effective at collaborating with peers and customers via support tickets and phone calls.

The ideal candidate has a strong analytical and logical mind, a solid grasp of the company platform and CLM workflows, a technical background, good judgment, strong communication skills, and excellent attention to detail.

Job Responsibilities

• Investigate and resolve advanced technical issues escalated from Tier 1 support.

• Answer and respond to phone, email, and chat inquiries from our customers as necessary and within documented SLAs/ guidelines

• Provide excellent customer service to all customers, partners, and internal stakeholders when interfacing with them

• Collaborate cross-functionally with Product, Engineering, and QA teams on issue resolution and knowledge sharing.

• Become knowledgeable about products with which we integrate, such as Active Directory, Adobe Sign, Outlook, Word, Excel, and Salesforce

• Use log analysis, Linux CLI, and cloud monitoring tools to identify root causes.

• Reproduce customer issues in nonproduction environments and escalate verified bugs to Tier 3.

• Contribute to internal knowledge bases and documentation.

• Support onboarding and mentorship for Tier 1 team members.

• Other duties as assigned

Required Qualifications

• 2+ years of experience in a technical support role

• Intelligence, creativity, familiarity with web-based technologies, and the ability to rapidly learn a complex and wide-ranging program

• Experience with database concepts, web-based technologies, and operating systems

• Excellent troubleshooting and analytical skills, desire to solve problems and make things work

• Excellent written and verbal English communication skills

• Ability to manage competing priorities and communicate technical concepts clearly.

Preferred Qualifications

• Bachelor’s degree in computer science, information technology, or a related field or equivalent work experience

• Expertise in using and troubleshooting the company product

• Basic knowledge of relevant technologies including SQL, Java, APIs, and Linux

• Proficiency in RESTful APIs, webhook troubleshooting, and common integration patterns.

• Understanding of authentication protocols such as SAML MFA.

Ensuring a diverse and inclusive workplace is our priority. We are committed to an environment of acceptance where you are free to bring your full self to work. All employment decisions at the company are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, national or social ethnic origin, sex, age, sexual orientation, gender identity and/or expression, parental status, marital status, Veteran status, or any other status protected by the laws or regulations in the locations where we operate. If you have a need that requires accommodation during the recruiting process, please let us know by contacting Director, Talent Acquisition, Brad Toothman at [link for members]

Applicants from underrepresented groups such as minorities, veterans, or individuals with disabilities encouraged to apply.

Applications will be reviewed as submitted. There will be no application deadline for this opportunity.