Advanced Technical Support Specialist

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Diagnose and resolve intricate customer issues, escalating to specialized product or development support when necessary.

• Test reported functionalities in staging environments.

• Analyze application logs and document observations.

• Convert end-user descriptions into precise technical details.

• Monitor issues and modifications in Jira and Zendesk until resolution.

• Manage customer expectations regarding ticket status, delivery timelines, releases, product upgrades, and subsequent steps.

• Configure SOVRA CLM instances and develop applications from documented business requirements.

• Import client data.

• Assist with client upgrades.

• Provide assistance or training to customers with configuration upon request.

• Collaborate with Support, Development, Product, Services, Account Management, and Customer Success teams.

• Negotiate requests and delivery timelines.

• Update processes, procedures, and training documentation.

• Facilitate product communications.

• Participate in the 24/7 on-call rotation approximately every 3–5 weeks.

• Address customer tickets, emails, and phone calls.

• Assist with the rollout of the next-generation product through customer changes, configuration guidance, training, and problem resolution.

⛳️ Requirements

• Solid background in technical support, including independent investigation and, where relevant, reviewing the work of less-experienced colleagues for quality assurance.

• Proven experience in resolving and documenting complex application issues using a systematic troubleshooting approach.

• Familiarity with supporting web-based applications on Linux platforms.

• Capability to analyze application logs to identify issues.

• Experience with Jira, Zendesk, or comparable support platforms.

• Effective communication with customers and technical teams.

• Experience with various SaaS or PaaS applications.

• Ability to independently research, test, and familiarize oneself with unfamiliar systems.

• Bachelor’s degree in a relevant discipline or equivalent technical experience.

• Authorization to work in the United States or Canada.

• Must not require a work visa or transfer sponsorship.

• Bilingual proficiency in French and English is an asset.

🏝️ Benefits

• Flexible remote work arrangement.

• Participate in the 24/7 on-call rotation approximately every 3–5 weeks.

• Inclusive and equitable workplace environment.

• Equal opportunity employment.

• Work setting free from discrimination and harassment.

• Commitment to pay equity practices.