Technical Support Specialist - Contract Lifecycle Management (CLM) SaaS About the Role As a Technical Support Specialist in our CLM SaaS company, you will be crucial in ensuring customer satisfaction, managing technical issues, and promoting the adoption of our solution. This role requires a passion for customer service, strong technical aptitude, and the ability to approach each situation with empathy and a success-focused mindset. Key Responsibilities <ul> <li>Manage and analyze a queue of customer support tickets (Levels 1, 2), developing solutions to resolve issues with the highest levels of customer satisfaction</li> <li>Report and prioritize customer issues internally, tracking to resolution and communicating with the customer </li> <li>Interface with customers through various channels including tickets, email, chat, and video calls</li> <li>Perform advanced support for complex technical issues, serving as the liaison between the support and development teams when tasked</li> <li>Troubleshoot reported issues, conduct root-cause analysis, and determine if an issue is a defect, configuration, or training-related</li> <li>Contribute to internal QA testing activities, particularly for customer-reported issues or enhancements</li> <li>Support technical issues related to system and data integrations, API usage, and MS Word add-ins</li> <li>Contribute to maintenance of the internal knowledge base and customer help center content</li> <li>Collaborate with Customer Success Managers to support overall customer health</li> <li>Participate in an on-call rotation for partial weekend coverage</li> <li>Ensure issues are documented, tracked and follow-ups are appropriately scheduled</li> <li>Other duties as assigned</li> </ul> Required Skills and Experience <ul> <li>Minimum 5 years of experience in a customer-facing software technical implementation and/or technical support role</li> <li>Possess strong written and oral communication skills in English across multiple channels</li> <li>Proven analytical background with strong technical aptitude</li> <li>Experience with common troubleshooting tools for web-based applications (e.g., Inspect, Fiddler)</li> <li>Proficiency in CRM systems (e.g., Salesforce) and support platforms (e.g., Zendesk)</li> <li>Advanced MS Word skills and experience with MS Office add-ins</li> <li>Experience with UI and API integrations for web applications</li> <li>Knowledge of SSO through SAML and user provisioning processes</li> <li>Strong computer science fundamentals (e.g., algorithms, data structures, object-oriented development)</li> <li>Experience supporting large enterprise customers in a SaaS environment</li> <li>On-call support partial weekend, currently once per month </li> <li>Based on the West Coast</li> </ul> Preferred Qualifications <ul> <li>Previous experience in Contract Lifecycle Management (CLM) or Legal Operations software</li> <li>Familiarity with legal document automation and workflow processes</li> <li>Experience with machine learning or AI-driven contract analysis tools</li> <li>Knowledge of compliance standards relevant to contract management</li> <li>Understanding of REST APIs and integration architectures</li> </ul> Other Qualities <ul> <li>Customer success focused mindset with a passion for problem-solving</li> <li>Detail-oriented, inquisitive, and self-motivated</li> <li>Team player with a positive attitude</li> <li>Excellent time management skills with the ability to prioritize effectively</li> <li>Adaptable and quick to learn new technologies and processes</li> </ul> We offer a dynamic work environment, opportunities for professional growth, and the chance to make a significant impact in the rapidly evolving field of contract lifecycle management and legal operations technology.

Malbek

Technical Support Specialist

Malbek

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