Technical Support Specialist

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

📋 Description

• Provide outstanding customer support by efficiently resolving technical and functional challenges within a SaaS CLM environment.

• Assist large enterprise clients by managing intricate use cases, escalations, and integrations.

• Utilize AI-driven tools and automation to enhance issue diagnosis, response times, and overall support effectiveness.

• Uphold a high standard of professionalism, empathy, and clear communication in all interactions with customers.

• Actively cultivate expertise in platform features, updates, and CLM best practices to better assist customers.

• Collaborate with Product, Engineering, and Customer Success teams to ensure customer feedback is gathered and acted upon.

• Reproduce and troubleshoot issues reported by customers in internal environments, documenting detailed procedures, behaviors, and findings.

⛳️ Requirements

• A minimum of 5 years of experience providing support to large enterprise customers in a SaaS environment.

• Prior experience with Contract Lifecycle Management (CLM) platforms is strongly preferred.

• Knowledge of AI tools and technologies (such as automated support tools, copilots, or AI-driven analytics) is highly desired.

• Exceptional analytical and problem-solving abilities, with the capacity to diagnose and resolve complex technical and business challenges.

• Superior written and verbal communication skills, enabling clear articulation of solutions to both technical and non-technical audiences.

• Capability to thrive in a dynamic, high-growth SaaS environment while juggling multiple priorities.

• Experience in reviewing and analyzing system logs (application, server, etc.) to pinpoint root causes.

• Proficiency with support ticketing systems and CRM platforms.

• Integration experience is a plus (for example, Salesforce, SAP Ariba, Palantir, or similar enterprise systems).

• Ability to collaborate across teams and contribute to ongoing process and product enhancements.

• Familiarity with Malbek’s platform and solutions (including BusinessIQ, AI Pro/Bek, Malbek for Word, connectors, and CLM workflows) is a plus.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work options.

• Opportunities for professional development and career advancement.

• Generous paid time off and holiday policies.