Senior Technical Support Speciallist

About the SignNow team:

We are a passionate and ambitious team of 100+ people on a mission to succeed with our award-winning signature solution - SignNow.

SignNow empowers over 28 million people at companies across the world to move fast with everything they need to send and eSign their documents. Increase productivity with document workflows, impress customers, and save money while maximizing ROI with SignNow.

And now, we are looking for a Senior Technical Support Specialist who is prepared to contribute to the next chapter of our company's growth.

What you'll be working on:

- Handle complex web support cases for enterprise and sales-assisted accounts

- Lead and participate in client calls with Tier 1 accounts independently

- Collaborate with GTM team (Sales, CSM) on escalated enterprise issues

- Identify, document, and escalate product bugs and feature requests to engineering and product team

- Investigate and troubleshoot technical issues related to SignNow web platform, integrations, and workflows

- Ensure timely follow-up and resolution on all assigned cases within SLA requirements

- Maintain clear and professional written communication with customers throughout the full case lifecycle

What we expect from you:

- Education: Bachelor's degree or equivalent practical experience

- Experience: 3+ years in B2B SaaS support, minimum 2 years with enterprise / Tier 1 accounts

- Language: English - fluent, professional level for written and verbal client communication

- Technical: Familiarity with APIs, integrations, SaaS platforms; Intercom or similar CRM preferred

- Strong communication and client management skills - must be able to run enterprise calls independently