Technical Support Engineer 1

As the most trusted global leader in data-first contract lifecycle management (CLM) software, Agiloft helps organizations manage the end-to-end process of proposing, negotiating, signing, and leveraging contracts using our flexible Data-first Agreement Platform (DAP). With contract data as the foundation, customers quickly and collaboratively reach agreement and leverage contract visibility to thrive with competitive advantage. Employing powerful, pragmatic artificial intelligence as a legal force multiplier, and robust integration capabilities as a data liberator, organizations around the world trust Agiloft’s certified implementers to deliver connected, intelligent, and autonomous solutions across the entire contract lifecycle.

Top analysts like Gartner, Forrester, and IDC agree, all showing Agiloft as a leader in the CLM space. Our no code platform is easily managed and administered by business users, which is why Agiloft is the contract you keep: nearly a full 100% of new customers are satisfied with their initial implementations, and some 97% of customers renew every year. Ours is a growing, vibrant, successful company that is at the forefront of a market that is becoming a must-have for all organizations.

We believe that the way to build the strongest, most vibrant place to work is to bring in individuals from all walks of life, and to support them in bringing their authentic selves to their day, every day. Our working philosophy is that “EX = CX”: when employee experience is excellent, so is customer experience. We support multiple Employee Resource Groups (ERGs), and offer a working environment that supports healthy work/life balance, including floating holidays and a quarterly, no-questions-asked wellness day.

Position Overview

You will be part of our Technical Customer Support team, responsible for handling customer support of escalated more technically difficult cases for our product by phone, web, and email and working with developers to resolve crucial issues for customer in a timely manner.

The role will entail diving into logs and understanding how the software works on a deeper level to find the root cause of different issues could be and work with our development team to identify the root cause and work to identify possible fixes.

The ideal candidate has a strong analytical and logical mind, a technical background, good judgment, people skills, and excellent attention to detail in this position.  They would show initiative in seeking ways to contribute to the success of the company that go beyond a narrow definition of job responsibilities.

The Ideal candidate has 5 years of experience in a technical or senior technical support role.

Job Responsibilities

• Work with customers on cases assigned to you (including phone and email communications)
• Provide excellent customer service to all customers, partners, and internal stakeholders when interfacing with them
• Reproduce, document, and raise issues to the Development team
• Assist with escalated technical support issues and work closely with our development team to resolve more complex cases.
• Work with development to deep dive logs and identify the root cause of issues
• Investigate server alerts and identify how to best resolve and help prevent server issues
• Follow all ticket SLA and notation departmental guidelines
• Document issues, file and follow up on customer problem tickets.
• Learn our software product inside and out.
• Become knowledgeable about products with which we integrate, such as Active Directory, LDAP, Outlook, Word, Excel, and Salesforce
• Other duties as assigned

Required Qualifications

• 5 years of experience in a technical support role.
• 4 year college degree preferred.
• 2 years’ experience with enterprise Java preferred
• 1 year experience with Linux server background Preferred
• Virtual Machine management experience a plus
• Intelligence, creativity, familiarity with web-based technologies, and the ability to rapidly learn a complex and wide-ranging program.
• Experience with database concepts, web-based technologies, and operating systems.
• Excellent trouble-shooting and analytical skills, desire to solve problems and make things work.
• Good judgment, capacity to independently evaluate situations and identify the optimum course of action.
• Excellent written and verbal English communication skills.
• Ability to interact politely with the occasional difficult customer.
• Ability to manage multiple tasks and set appropriate priorities.
• Programming or IT/Sys Admin experience a plus.