Remote PST Senior Technical Support Specialist

OpenKrill; United States; À distance; USD 90 000 - 120 000; Plein temps

Résumé du poste

SOVRA is seeking an Advanced Technical Support Specialist to resolve complex customer issues across contract lifecycle management applications. This role supports existing products while assisting rollout and adoption of the next-generation platform.

You will investigate tickets, gather requirements, test solutions in staging, configure customer environments, import data, and support upgrades. Strong communication across teams is essential.

Qualifications

• Bachelor’s degree in a relevant field or equivalent technical experience.

Responsabilités

• Troubleshoot and resolve complex customer issues; escalate when deeper product or development support is needed.
• Track issues and changes in Jira and Zendesk; provide clear status updates.
• Configure SOVRA CLM instances and create applications per business requirements; import data and assist with upgrades.
• Coordinate with Support, Development, Product, Services, Account Management and Customer Success to align delivery timelines.
• Participate in 24/7 on-call rotation approximately every 3–5 weeks.

Connaissances

Advanced technical support

Troubleshooting

Web/Linus app support

Case management

Customer communication

SaaS/PaaS experience

US/Canada work authorization

Formation

Bachelor's degree or equivalent experience

Outils

Jira

Zendesk

Description du poste

SOVRA is seeking an Advanced Technical Support Specialist to resolve complex customer issues across contract lifecycle management applications. This role supports existing products while assisting rollout and adoption of the next-generation platform.

You will investigate tickets, gather requirements, test solutions in staging, configure customer environments, import data, and support upgrades. Strong communication across teams is essential.