Technical Support Engineer

UST España & Latam; Londrina; Presencial; BRL 60.000 - 80.000; Tempo integral

Resumo da oferta

A technology solutions company in Brazil is seeking an experienced L2 Support Analyst to provide production support for Contract Management Software. This role involves troubleshooting issues related to contract templates and workflows, collaborating with various teams, and ensuring system stability. The ideal candidate should have over 3 years of relevant experience, strong analytical and communication skills, and be fluent in English. Join us to make a meaningful impact in the industry!

Qualificações

• 3+ years of experience in production support for Contract Management Software.
• Strong understanding of contract lifecycle management processes.
• Fluent in English (B2 level) for communication.

Responsabilidades

• Provide Level 2 production support for Contract Management Software platforms.
• Analyze and resolve issues related to contract templates and workflows.
• Collaborate closely with business stakeholders to ensure timely resolution.

Conhecimentos

Production support for CLM/CMS platforms

Analytical skills

Stakeholder management

Hands-on experience with workflows

Ferramentas

Icertis

Coupa CLM

DocuSign CLM

SAP CLM

ServiceNow

Descrição da oferta de emprego

We are still looking for talent... and we would love for you to join our team! For over 25 years, UST has worked alongside the world's best companies to make a real impact through business transformation. Driven by technology, inspired by people, and guided by our purpose, UST supports clients from design to implementation. Together, with more than 30,000 employees in 30 countries, we build to create limitless impact, reaching billions of lives in the process.

We are looking for an experienced L2 Support Analyst to provide functional production support for enterprise Contract Management Software (CMS / CLM) platforms. This role focuses on incident resolution, configuration support, and close collaboration with business users and technical teams to ensure system stability and efficient contract operations.

Key Responsibilities

Provide Level 2 production support for Contract Management Software platforms, including incident, problem, and service request management.

Analyze and resolve issues related to :

• Contract templates, clause libraries, and fallback logic
• Workflows, approvals, and business rule configurations

Metadata, attributes, and contract type setups

Perform root cause analysis for recurring functional and configuration-related issues.

Support minor enhancements and functional configuration changes (non-code).

Troubleshoot integration-related issues and coordinate with Level 3 technical teams when required.

Manage user access, role assignments, and permission-related issues.

Execute approved data corrections, metadata updates, and configuration fixes.

Support UAT and regression testing for fixes and minor platform updates.

Maintain support documentation, knowledge articles, and operational runbooks.

Collaborate closely with L1 support teams, business stakeholders, and L3 technical teams to ensure timely issue resolution.

Required Skills & Experience

3+ years of experience providing production support for Contract Management Software (CLM / CMS) platforms (e.g., Icertis, Coupa CLM, DocuSign CLM, SAP CLM, or similar).

Strong hands-on experience with functional configurations, including :

• Contract templates and clause libraries
• Workflows, rules, and approvals

English (B2- Fluent)

Metadata, attributes, and contract types

Solid understanding of contract lifecycle management processes.

Experience working with ITSM tools (e.g., ServiceNow).

Strong analytical, communication, and stakeholder management skills.

Nice to Have

Experience supporting enterprise SaaS applications in complex or regulated environments.

Exposure to system integrations with ERP, CRM, or document management platforms.

Familiarity with ITIL-based support models or Agile delivery environments.

UST is waiting for you!