Technical Support Engineer 2
Core
Troubleshoot and resolve advanced technical issues escalated from Tier 1 support for Agiloft's Data-first Agreement Platform (CLM software), interfacing with development and CSMs to ensure customer success.
Role type
Senior IC technical support engineer (SaaS platform)
Builds
Connected, intelligent, and autonomous contract lifecycle solutions
Domain
LegalTech / Contract Lifecycle Management (CLM)
Deliverable
client delivery
Required skills
Advanced troubleshooting, log analysis, Linux CLI, cloud monitoring, SQL, RESTful APIs, webhook troubleshooting, SAML MFA, Active Directory, Adobe Sign, Salesforce, critical thinking, cross-functional collaboration
Preferred skills
Expertise in Agiloft product, Java, authentication protocols, knowledge of integration patterns
Technologies
Linux, SQL, Java, RESTful APIs, SAML, MFA, Active Directory, Adobe Sign, Outlook, Word, Excel, Salesforce
Responsibilities
Investigate and resolve advanced technical issues escalated from Tier 1; Answer and respond to phone, email, and chat inquiries within SLAs; Collaborate cross-functionally with Product, Engineering, and QA teams; Reproduce customer issues in nonproduction environments and escalate verified bugs; Contribute to internal knowledge bases and documentation; Support onboarding and mentorship for Tier 1 team members
Seniority
Mid-level, hands-on IC
