This role supports customers using a cloud-based Intelligent Agreement Management (IAM) platform, focusing on diagnosing and resolving advanced technical challenges. The engineer acts as a trusted advisor, guiding users through issues related to API integrations, embedded systems, network configurations, third-party connections, and multi-product workflows.
Key Responsibilities
- Deliver high-level technical support across IAM services, ensuring customer success and platform adoption
- Investigate and resolve complex inquiries using tools such as Salesforce, Jira, proprietary logging systems, browser developer consoles, SQL, and internal admin interfaces
- Diagnose problems involving HTTP, JSON, HTML, CSS, IIS, and security protocols including SAML and oAuth
- Analyze logs and network traffic using Wireshark, Fiddler, Charles Proxy, or similar utilities
- Escalate and resolve critical cases from internal teams and customer channels
- Support peers with product knowledge and recommended engagement strategies
- Identify recurring issues, bugs, and opportunities for product enhancement
- Advise customers on optimal use of platform features through consultative conversations
- Meet service level targets for response and resolution in specialized technical areas
Qualifications
Candidates must hold a Bachelor of Science in Computer Science, Engineering, or a related technical field, with at least two years of experience in SaaS technical support. Proficiency in programming or scripting languages such as Python, C#, JavaScript, PHP, XML, or jQuery is required. Experience with web technologies including HTML, CSS, JSON, and HTTP is essential, along with familiarity with Salesforce administration and Microsoft environments including SharePoint and PowerShell.
Preferred candidates will have five or more years in technical support, expertise in IAM or eSignature platforms, knowledge of SOQL and SQL, and experience with monitoring tools like Dynatrace. Salesforce certification and familiarity with contract lifecycle management workflows are strong advantages.
Work Environment & Benefits
This position operates remotely and is available in most U.S. states, with flexible work arrangements. The organization offers comprehensive health coverage from day one, generous paid time off, and extended parental leave. Employees receive retirement planning options with employer contributions, learning and development resources, and compassionate care leave for personal or family health events.
Compensation includes a competitive base salary adjusted by region, eligibility for Restricted Stock Units, and participation in a company-wide bonus plan based on organizational performance.
