Senior Technical Support Speciallist
Core
Handle complex web support cases for enterprise and sales-assisted accounts, lead client calls, and troubleshoot technical issues for the SignNow platform.
Role type
Senior Technical Support Specialist (Enterprise SaaS)
Builds
Customer resolution and product feedback loop for SignNow
Domain
B2B SaaS, Document Management, Electronic Signature
Deliverable
client delivery
Required skills
Enterprise account management, API familiarity, SaaS platform troubleshooting, CRM usage (Intercom), technical issue investigation, SLA adherence
Preferred skills
Experience with integrations, feature request documentation
Technologies
SignNow, Intercom, APIs
Responsibilities
Lead and participate in client calls with Tier 1 accounts independently, Collaborate with GTM team on escalated enterprise issues, Identify and escalate product bugs and feature requests to engineering, Investigate and troubleshoot technical issues related to SignNow web platform and integrations, Ensure timely follow-up and resolution on all assigned cases within SLA requirements, Handle complex web support cases for enterprise and sales-assisted accounts
Seniority
Senior, hands-on IC
