Technical Support Engineer 2

Position Overview

The Technical Support Engineer 2 is responsible for troubleshooting and resolving technical issues escalated by the Tier 1 team. In this role you will also build deeper technical expertise in some areas of the product and interface with other teams such as Tier 3, development, and CSMs to achieve the best customer experience possible. To do this, you will need a deep understanding of the Agiloft platform and related technologies, have strong critical thinking skills, and be effective at collaborating with peers and customers via support tickets and phone calls.

The ideal candidate has a strong analytical and logical mind, a solid grasp of the Agiloft platform and CLM workflows, a technical background, good judgment, strong communication skills, and excellent attention to detail.

Job Responsibilities

• Investigate and resolve advanced technical issues escalated from Tier 1 support.
• Answer and respond to phone, email, and chat inquiries from our customers as necessary and within documented SLAs/ guidelines
• Provide excellent customer service to all customers, partners, and internal stakeholders when interfacing with them
• Collaborate cross-functionally with Product, Engineering, and QA teams on issue resolution and knowledge sharing.
• Become knowledgeable about products with which we integrate, such as Active Directory, Adobe Sign, Outlook, Word, Excel, and Salesforce
• 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.
• Contribute to internal knowledge bases and documentation.
• Support onboarding and mentorship for Tier 1 team members.
• Other duties as assigned

Required Qualifications

• 2+ years of experience in a technical support role
• Intelligence, creativity, familiarity with web-based technologies, and the ability to rapidly learn a complex and wide-ranging program
• Experience with database concepts, web-based technologies, and operating systems
• Excellent troubleshooting and analytical skills, desire to solve problems and make things work
• Excellent written and verbal English communication skills
• Ability to manage competing priorities and communicate technical concepts clearly.

Preferred Qualifications

• Bachelor’s degree in computer science, information technology, or a related field or equivalent work experience
• Expertise in using and troubleshooting the Agiloft product
• Basic knowledge of relevant technologies including SQL, Java, APIs, and Linux
• Proficiency in RESTful APIs, webhook troubleshooting, and common integration patterns.
• Understanding of authentication protocols such as SAML MFA.