{"id":3714392,"url":"https://alion.io/job/agiloft-technical-support-engineer-2","title":"Technical Support Engineer 2","company":{"id":7870,"name":"Agiloft","domain":"agiloft.com","url":"https://alion.io/company/agiloft","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Linux","optional":false},{"name":"Outlook","optional":false},{"name":"Java","optional":true},{"name":"Rest API","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-11-03T20:56:46Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-04T14:25:59Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Position Overview\nThe 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.\nThe 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.\nJob Responsibilities\nInvestigate and resolve advanced technical issues escalated from Tier 1 support.\nAnswer and respond to phone, email, and chat inquiries from our customers as necessary and within documented SLAs/ guidelines\nProvide excellent customer service to all customers, partners, and internal stakeholders when interfacing with them\nCollaborate cross-functionally with Product, Engineering, and QA teams on issue resolution and knowledge sharing.\nBecome knowledgeable about products with which we integrate, such as Active Directory, Adobe Sign, Outlook, Word, Excel, and Salesforce\nUse log analysis, Linux CLI, and cloud monitoring tools to identify root causes.\nReproduce customer issues in nonproduction environments and escalate verified bugs to Tier 3.\nContribute to internal knowledge bases and documentation.\nSupport onboarding and mentorship for Tier 1 team members.\nOther duties as assigned\nRequired Qualifications\n2+ years of experience in a technical support role\nIntelligence, creativity, familiarity with web-based technologies, and the ability to rapidly learn a complex and wide-ranging program\nExperience with database concepts, web-based technologies, and operating systems\nExcellent troubleshooting and analytical skills, desire to solve problems and make things work\nExcellent written and verbal English communication skills\nAbility to manage competing priorities and communicate technical concepts clearly.\nPreferred Qualifications\nBachelor’s degree in computer science, information technology, or a related field or equivalent work experience\nExpertise in using and troubleshooting the Agiloft product\nBasic knowledge of relevant technologies including SQL, Java, APIs, and Linux\nProficiency in RESTful APIs, webhook troubleshooting, and common integration patterns.\nUnderstanding of authentication protocols such as SAML MFA.","description_format":"text","description_chars":2666,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Document Management","Legal Software","Procurement & Spend 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