Technical Support Engineer 2

New

AgiloftContract lifecycle management

United StatesFull-TimeMiddle

Salary not disclosed

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Job Details

Have 2+ years of experience in a technical support role.
Be familiar with web-based technologies and able to rapidly learn a complex, wide-ranging program.
Have experience with database concepts, web-based technologies, and operating systems.
Demonstrate troubleshooting and analytical skills.
Communicate technical concepts clearly and manage competing priorities.
Have excellent written and verbal English communication skills.
Bachelor's degree in computer science, information technology, or a related field, or equivalent work experience (preferred).
Have expertise using and troubleshooting the Agiloft product (preferred).
Have basic knowledge of SQL, Java, APIs, and Linux (preferred).
Have proficiency in RESTful APIs, webhook troubleshooting, and common integration patterns (preferred).
Understand authentication protocols such as SAML MFA (preferred).

Investigate and resolve advanced technical issues escalated from Tier 1 support.
Respond to customer inquiries by phone, email, and chat within documented SLAs and guidelines.
Provide customer service to customers, partners, and internal stakeholders.
Collaborate with Product, Engineering, and QA teams on issue resolution and knowledge sharing.
Build knowledge of integrated products, including Active Directory, Adobe Sign, Outlook, Word, Excel, and Salesforce.
Use log analysis, Linux CLI, and cloud monitoring tools to identify root causes.
Reproduce customer issues in nonproduction environments and escalate verified bugs to Tier 3.
Contribute to internal knowledge bases and documentation.
Support onboarding and mentorship for Tier 1 team members.

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