Senior SaaS Technical Support Specialist (Remote)

airSlate

United States

Hybrid

USD 90,000 - 130,000

Full time

14 days+

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Benefits offered by this job

Flexible work environment

Stock options

Learning & development

Health benefits

Family-friendly culture

Giving back

Open communication

Job summary

airSlate is seeking a Customer Support Engineer to handle complex web support cases for enterprise and sales-assisted accounts. You will lead client calls with Tier 1 accounts, partner with the GTM team on escalations, and drive bug reporting to engineering. Strong English communication and API familiarity are essential.

The role supports SignNow and related workflows, with flexible, hybrid work options across the globe, and a focus on prompt, professional customer service.

Qualifications

3+ years in B2B SaaS support
Experience with enterprise / Tier 1 accounts
Fluent, professional English communication
Familiarity with APIs and SaaS integrations

Responsibilities

Handle complex web support cases for enterprise accounts
Lead and participate in client calls with Tier 1 accounts
Collaborate with GTM team on escalated issues
Document and escalate product bugs and feature requests to engineering
Investigate and troubleshoot SignNow web platform issues
Ensure timely follow-up and SLA adherence
Maintain clear written communication throughout case lifecycle

Skills

B2B SaaS support

Enterprise support

APIs and integrations

Intercom CRM

Communication skills

Education

Bachelor’s degree or equivalent

Tools

Intercom

Job description

The role supports SignNow and related workflows, with flexible, hybrid work options across the globe, and a focus on prompt, professional customer service.

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