This individual contributor role supports customers using a cloud-based agreement platform by diagnosing and resolving advanced technical challenges. The engineer serves as a trusted advisor, guiding clients through complex workflows involving API integrations, embedded systems, network configurations, and multi-product environments.
Key Responsibilities
- Resolve incoming technical inquiries via phone, email, and case management systems, focusing on API behavior, authentication protocols, third-party integrations, and system performance
- Leverage tools such as browser developer consoles, network analyzers, log inspection platforms, and internal admin interfaces to isolate root causes
- Collaborate with engineering and product teams to identify bugs, suggest enhancements, and advocate for customer-driven improvements
- Support internal teams with product guidance and escalation resolution pathways
- Expedite solutions for high-priority cases while maintaining alignment with service level objectives
- Advise customers on optimal use of platform features to increase adoption and efficiency
Qualifications
Candidates must hold a Bachelor of Science in Computer Science, Engineering, or a related technical field, along with at least two years of experience in SaaS technical support. Proficiency with web technologies including HTTP, JSON, HTML, CSS, and server-side frameworks is required. Experience analyzing logs using tools like Wireshark, Fiddler, or Charles Proxy is essential, as is familiarity with Salesforce administration and structured query languages such as SQL or SOQL.
Preferred candidates will demonstrate scripting ability in PowerShell, in-depth knowledge of user management models, and prior support experience with eSignature or contract lifecycle platforms. Salesforce certifications and hands-on administration of enterprise SaaS environments are strong differentiators.
Work Environment
This is a remote position open to candidates in specified regions. Employees operate primarily from an approved home office with minimal in-person requirements. The role utilizes collaboration and ticketing systems including Salesforce, Jira, SharePoint, and proprietary logging infrastructure to manage case resolution and customer communication.
Benefits & Compensation
- Eligible for a performance-based bonus tied to company results
- Receives Restricted Stock Units (RSUs) as part of total compensation
- Comprehensive health coverage with employer-paid plans available from day one
- Generous paid time off and parental leave policies, including up to six months of paid leave for new parents
- Access to learning programs, coaching, and education reimbursement
- Retirement planning with employer contributions
- Compassionate care leave for personal and family needs
