Technical Support Engineer 2

49 minutes ago
Full-time
Junior
Customer and Technical Support
Agiloft

Agiloft

Agiloft is a global leader in Contract Lifecycle Management (CLM) software, automating processes, reducing risk, and driving revenue for over 3 million users worldwide.

Capital Markets
51-200
Founded 1990
$45M raised

Description

  • Investigate and resolve advanced technical issues escalated from Tier 1 support.
  • Respond to customer phone, email, and chat inquiries within documented SLAs and guidelines.
  • Deliver customer service to customers, partners, and internal stakeholders.
  • Collaborate with Product, Engineering, QA, Tier 3, and Customer Success teams on issue resolution and knowledge sharing.
  • 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.
  • Develop knowledge of integrated products, including Active Directory, Adobe Sign, Outlook, Word, Excel, and Salesforce.
  • Maintain internal knowledge bases and documentation.
  • Support onboarding and mentorship for Tier 1 team members.

Requirements

  • 2+ years of experience in a technical support role.
  • Experience with database concepts, web-based technologies, and operating systems.
  • Strong troubleshooting, analytical, critical-thinking, and problem-solving abilities.
  • Ability to rapidly learn a complex software platform and manage competing priorities.
  • Excellent written and verbal English communication skills, including the ability to explain technical concepts clearly.
  • Bachelor’s degree in computer science, information technology, or a related field, or equivalent work experience (preferred).
  • Expertise using and troubleshooting the Agiloft product (preferred).
  • Knowledge of SQL, Java, APIs, and Linux (preferred).
  • Proficiency with RESTful APIs, webhook troubleshooting, and common integration patterns (preferred).
  • Understanding of authentication protocols such as SAML and MFA (preferred).

Benefits

  • Work environment that supports healthy work/life balance.
  • Floating holidays.
  • Quarterly no-questions-asked wellness day.
  • Employee Resource Groups (ERGs).

Interested in this position?

Apply directly on the company website

Apply Now

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