Support Engineer

Signeasy; Bengaluru; Hybrid; INR 900,000 - 1,400,000; Full time

Job summary

Signeasy is hiring a Support Engineer to join the Customer Support team as the technical voice for customers. You will resolve API errors, integration failures, SSO setups, and account problems across web, iOS, and Android apps, handling tickets end-to-end and engaging with enterprise and API customers on calls where needed.

You will bridge customers and engineering, reproduce issues, document tickets clearly, and improve docs and product feedback.

Qualifications

• 3–4 years of experience in technical or product support for a B2B SaaS product.
• High proficiency with REST APIs, HTTP, and JSON; hands-on with Postman or similar tools.
• Experience reading logs, HAR files, using browser dev tools; troubleshooting web and mobile apps.
• Experience with Zendesk (or similar) and Jira; strong written and spoken English.

Responsibilities

• Own tickets across email, chat, and phone, from first response to resolution, within support SLAs.
• Resolve complex issues across web app, iOS and Android apps, eSign API, and Intelligent Contract Management.
• Troubleshoot integrations with Google Workspace, Microsoft 365, HubSpot, Salesforce, and other tools.
• Join calls with enterprise and API customers to debug live issues and guide setups.
• Support admins with account configuration, SSO/SAML, user management, and compliance questions.
• Reproduce issues, file well-documented Jira tickets with steps to reproduce and impact.
• Write and update help center articles, runbooks, and macros to speed future resolutions.
• Use AI tools to investigate issues, draft responses, and summarize ticket trends.

Skills

Technical Support

REST APIs

Postman

Zendesk

Jira

Customer communications

Log analysis

SAML/OAuth basics

iOS/Android debugging

Tools

API tools

Job description

About the job

About Signeasy

Contracts run businesses. We're unlocking the intelligence inside them.

Signeasy began 16 years ago with a simple idea: signing should be easy. That idea helped the world go paperless. But signatures were only the beginning.

Today, the real problem isn't signing contracts. It's what happens after. In most companies, contracts sit scattered across inboxes, shared drives, CLMs, ERPs, and filing systems. They're static, forgotten, and underused, yet they quietly define revenue, risk, compliance, and growth. We believe contracts are one of the most powerful and most overlooked sources of truth in a business.

2025 changed everything. While others continued to treat contracts as paperwork, we began turning them into living, searchable, and intelligent systems of record. We shipped more than 250 product releases, achieved 21 CFR Part 11 compliance, and were featured at Apple's WWDC, all while building the foundation for what comes next.

2026 is our biggest year yet. With the launch of Intelligent Contract Management, we're going to market with an AI-powered contract management platform built for modern teams who expect more than storage, signatures, or status quo software.

This is the moment, and this is the team building it. If you want to help shape the future of contracts with us, read on.

Your role

As our Support Engineer, you'll be part of the Customer Support team and the technical voice of Signeasy for our customers. You'll resolve the issues that need more than a help article: API errors, integration failures, SSO setups, mobile app, and tricky account problems. You'll handle tickets end to end and get on calls with our enterprise and API customers when a conversation works better than an email thread.

You'll be the bridge between customers and our engineering team. When something is broken, you'll reproduce it, find the root cause where you can, and hand engineering a clean, well-documented ticket. When something is confusing, you'll fix it at the source with better docs, macros, and product feedback.

If you enjoy digging into logs, love the moment a stubborn issue finally clicks, and care about leaving every customer better off than you found them, you'll find a lot to love here.

What you'll do

Ticket resolution

• Own tickets across email, chat, and phone, from first response to resolution, within our support SLAs
• Take escalations from the frontline team and resolve complex issues across our web app, iOS and Android apps, eSign API, and Intelligent Contract Management
• Troubleshoot integrations with Google Workspace, Microsoft 365, HubSpot, Salesforce, and other tools our customers rely on
• Keep customers informed with clear, honest updates, and manage expectations on timelines and workarounds

Enterprise and API customers

• Join calls with enterprise and API customers to debug live issues, walk through setups, and answer technical questions
• Help developers integrate our eSign API: review their requests, read error responses, and point them to best practices
• Support admins with account configuration, SSO/SAML, user management, and compliance-related questions

Debugging and escalation to engineering

• Reproduce issues across platforms, and investigate using logs, HAR files, browser dev tools, API tools such as Postman, and SQL queries
• Separate configuration issues from real bugs, and file well-documented Jira tickets with steps to reproduce, impact, and customer context
• Follow escalations through to closure and close the loop with the customer

Knowledge and product feedback

• Write and update help center articles, internal runbooks, and Zendesk macros so the next customer or teammate solves it faster
• Spot recurring issues and trends, and share them with Product and Engineering to improve the product
• Respond to app store reviews that need a technical answer

AI and automation

• Use AI tools to investigate issues, draft responses, and summarize ticket trends
• Build simple scripts, automations, and templates that cut repetitive work for the support team

Who you are

We're looking for someone technical, curious, and customer-first: a problem solver who takes ownership and doesn't let an issue go cold.

• 3 to 4 years of experience in technical or product support for a B2B SaaS product
• Solid understanding of REST APIs, HTTP, and JSON, with hands-on experience using Postman or similar tools
• Comfort reading logs, analyzing HAR files, and using browser developer tools
• Experience troubleshooting web and mobile apps
• Hands-on experience with Zendesk (or a similar helpdesk) and Jira
• Confidence leading customer calls, including with technical and enterprise stakeholders
• Strong written and spoken English, with a clear, empathetic, and crisp communication style
• Self-driven, organized, and calm under pressure, with the ability to juggle multiple priorities

Nice to have

• Familiarity with SSO/SAML, OAuth, and webhooks
• Exposure to integrations such as Salesforce, HubSpot, Google Workspace, or Microsoft 365
• Basic scripting in Python or JavaScript
• Experience with iOS or Android debugging tools

Why you'll love this role

This role sits at the center of everything we ship. You'll work with customers of every size, from individual professionals to enterprise and API teams, and partner closely with Product and Engineering to make Signeasy better every week.

Your work will directly shape how customers experience Signeasy: how quickly their problems are solved, how much they trust us, and how the product improves based on what they tell us.

It's a high-ownership role with clear room to grow, into senior support, support operations, solutions engineering, or product, depending on where your interests take you.

Why work with Signeasy

Our values make us a TIGER: Trust, Integrity, Growth mindset, Empathy, and Responsibility.

We're a lean, close-knit, and nimble team. We're opinionated but collaborative: we disagree, then commit to a shared decision. We're modern, but we don't follow trends blindly. We're easy to work with, and we believe in having difficult conversations. We ask lots of questions, experiment, and learn fast. And we're deeply empathetic toward our customers, our colleagues, and ourselves.

Our people are our greatest asset. You'll work alongside some of the smartest, most humble people around the world, who come from diverse backgrounds and bring a wide range of experiences. We're a hybrid-friendly organization that values flexibility, with a mix of in-person collaboration at the office and focused work from home.

We are the #SigneasyTribe. Ask us plenty of questions about our culture, so we can both see whether there's a real connection that makes this a great experience for both of us.

Signeasy is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.