Senior Technical Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Manage intricate web support cases for enterprise and sales-assisted accounts.

• Independently lead and engage in client calls with Tier 1 accounts.

• Collaborate with the GTM team, which includes Sales and CSM, on escalated enterprise matters.

• Identify, document, and escalate product bugs and feature requests to the engineering and product teams.

• Investigate and resolve technical issues related to the SignNow web platform, integrations, and workflows.

• Ensure prompt follow-up and resolution of assigned cases in accordance with SLA requirements.

• Maintain clear and professional written communication with customers throughout the entire case lifecycle.

⛳️ Requirements

• Bachelor’s degree or equivalent practical experience.

• Over 3 years of experience in B2B SaaS support.

• A minimum of 2 years working with enterprise or Tier 1 accounts.

• Fluent in professional-level English for both written and verbal client communication.

• Knowledge of APIs, integrations, and SaaS platforms.

• Experience with Intercom or similar CRM systems is preferred.

• Excellent communication and client management skills.

• Capable of independently conducting enterprise calls.

🏝️ Benefits

• Flexible working environment with options for remote and hybrid work.

• Performance-based bonus system.

• Stock options available.

• Access to courses, conferences, and learning resources.

• Opportunities for career growth and internal mobility.

• Health coverage provided.

• Wellness programs and access to fitness options.

• Quarterly company-wide Mental Health Days.

• Flexible arrangements for parents.

• airSlate Junior Club for children.

• Company-wide family days.

• Pet-friendly workplace culture.

• Charitable contributions through the airSlate Care program.

• Matching employee donations.