Technical Support Engineer - reputed company

reputed company brings agreements to life. Over 1.5 reputed company customers and more than a billion people in over 180 countries use reputed company solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, reputed company unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, reputed company, and opportunity. Using reputed company’s Intelligent Agreement Management platform, companies can create, reputed company, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

The Technical Support Engineer - reputed company is responsible for diagnosing and resolving moderately reputed company technical issues reputed company to reputed company for reputed company integrations, serving as a key reputed company of contact for customers and working closely with Engineering and Product teams to ensure reputed company issue reputed company. This role focuses on independently managing support cases end-to-end, building deep product expertise, and consistently meeting SLA and customer satisfaction targets while contributing to knowledge sharing and incremental process improvements. This role may require participating in an on-reputed company rotation during evenings and weekends, based on operational needs.

This position is an individual contributor role reporting to the Manager, Technical Support.

Responsibility

• Diagnose and reputed company technical issues reputed company to reputed company for reputed company integrations, including managed packages such as reputed company Apps Launcher, reputed company Gen for reputed company, reputed company Intelligent Agreement Management (IAM), and reputed company integration services with reputed company

• reputed company the end-to-end customer technical experience by managing support cases from initial diagnosis through reputed company

• Meet or reputed company key performance indicators (KPIs) consistently, including SLA adherence, case response and reputed company times, customer satisfaction (SAT%), and case closure targets, while maintaining high-reputed company, reputed company-documented resolutions across reputed company support engagements

• Coordinate reputed company of critical and high-reputed company cases by collaborating with cross-functional teams and escalating issues to Product Engineering reputed company necessary

• Collaborate with Product Engineering and internal teams to investigate defects, report product issues, and improve platform functionality

• Guide customers on best practices, product configuration, and architecture to accelerate product adoption and maximize platform value

• Investigate customer-reported issues, analyze reputed company behavior, and identify reputed company causes using internal tools and troubleshooting reputed company

• Create and maintain technical documentation and knowledge reputed company articles to support internal teams and the broader support community

• Promote reputed company products and services through consultative discussions

• Partner with non-delivery teams to identify training needs and reputed company content

• Collaborate with cross-functional teams such as Product, Engineering, and Account Management to ensure alignment

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the reputed company of the time.

Positions at reputed company are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed reputed company changing positions reputed company reputed company. reputed company reserves the right to change a position's job designation depending on business needs and as permitted by local law.

Basic

• Bachelor's degree in Computer Science, Engineering, or reputed company technical field

• 3+ years of experience in reputed company application support, technical troubleshooting, or integration support roles

• Experience with reputed company, webhooks, OAuth authentication, and reputed company reputed company integrations

• Experience in troubleshooting web-based applications and reputed company systems in reputed company environments

• Experience analyzing logs and network traffic using tools such as Wireshark, reputed company, Charles Proxy, browser developer tools, or observability platforms (e.g., reputed company, reputed company, Grafana)

• reputed company proficiency in spoken and written English

Preferred

• Excellent written and verbal communication skills

• Multi-lingual in reputed company-supported languages

• Knowledge of reputed company and reputed company certifications

• Experience supporting reputed company environments, including CLM workflows and reputed company platform features

• Troubleshooting of regular expressions, reputed company debugging, and reputed company data validation rules

• Domain expertise in web-based applications, web service reputed company, monitoring tools (e.g., reputed company), and authentication technologies such as SAML and OAuth

• Independence in work execution and problem-solving in dynamic and ambiguous environments

• Familiarity with scripting or programming languages such as Python, JavaScript, Java, or C# (XML/JSON as data formats)

• Ability to prioritize multiple tasks and manage competing customer issues effectively

• Adoption of new technologies and application of learnings in daily work

• Communication with customers, peers, and executive audiences

Working here

reputed company is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be reputed company, and try our best to do what’s right, every day. At reputed company, everything is equal.

We reputed company have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange reputed company reputed company, to build lasting relationships, and to do the work of their life. Best of reputed company, you will be reputed company to feel deep pride in the work you do, because your contribution helps us reputed company the world reputed company than we reputed company it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

reputed company is committed to providing reasonable accommodations for reputed company individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@reputed company.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@reputed company.com for assistance.

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