Support Engineer

S-Docs Inc.; Ann Arbor (MI); Remote; USD 60,000 - 90,000; Full time

Job summary

A leading SaaS provider, known for its innovative document solutions, seeks a Support Engineer to enhance customer success and support their growing user base. The ideal candidate will possess strong technical skills with a proactive mindset and proven experience in customer support within a fast-paced environment. This remote role requires effective problem-solving skills and the ability to work collaboratively across teams, contributing significantly to the customer experience and product improvements.

Qualifications

• 1–3 years in a support, technical, or client-facing SaaS role.
• 1+ year of experience with HTML/CSS and SQL.
• Strong communication and problem-solving skills.

Responsibilities

• Provide timely responses to support tickets.
• Troubleshoot technical issues and escalate as needed.
• Collaborate with Product and Engineering to relay feedback.

Skills

Communication

Problem Solving

Organization

Proactive Mindset

Technical Troubleshooting

Education

Bachelor's Degree

Tools

HTML

CSS

SQL

Salesforce

Job description

Company Description
S-Docs is a leading cloud-based software-as-a-service (SaaS) product built on the Salesforce platform. Since our establishment in 2010, we have been providing innovative document creation and e-signature solutions to a diverse range of businesses, from international Fortune 50 companies to startups. Our mission is to simplify document workflow automation to increase productivity, enhance the customer experience, and accelerate business success.

Role Description
As a Support Engineer at S-Docs, you’ll be a key player in maintaining our strong reputation for customer success as we expand our customer base and support more complex use cases. With a growing demand for our products—S-Docs and S-Sign—we’re looking for individuals who bring not just technical knowledge, but sharp critical thinking skills and a proactive mindset to every interaction.

After completing in-depth training on our platform, you’ll take ownership of customer issues, analyze problems from multiple angles, and develop thoughtful, effective solutions. You’ll triage and troubleshoot configuration issues, address technical questions, and escalate product concerns to the appropriate internal teams with clarity and precision.

This role offers hands-on experience supporting a diverse and growing customer base, including enterprise-level SaaS clients. You’ll work cross-functionally with Customer Success, Product, Engineering, and QA, contributing to ongoing improvements in our support process and product experience. If you thrive in fast-paced environments and enjoy solving challenging problems, this is an opportunity to make a real impact on a collaborative, fast-evolving team.

Key Job Responsibilities:

• Provide timely and effective responses to Support tickets from customers and prospects
• Develop deep product knowledge of S-Docs and S-Sign, and stay current on platform updates
• Manage multiple support cases simultaneously while keeping customers informed and satisfied
• Troubleshoot technical issues and configuration challenges; escalate as needed
• Collaborate with Product, Engineering, and QA to relay product bugs, technical gaps, or feature requests
• Identify opportunities to improve internal support processes and customer resources
• Participate in team-wide initiatives to support company growth and customer experience

Role-Specific Skills and Competencies:

• Strong verbal and written communication skills
• Ability to learn new technologies quickly and independently
• Highly organized with the ability to manage multiple tickets and tasks at once
• Ability to operate effectively in a fast paced environment
• Proactive, entrepreneurial mindset with a willingness to take initiative
• Experience with HTML/CSS and SQL (minimum 1 year each)
• Familiarity with Salesforce is a strong plus

Experience:

• 1–3 years of experience in a support, technical, or client-facing SaaS role
  
• 1+ year of experience with HTML/CSS and SQL
  

Education: Bachelor's Degree

Location of the Role: This is a remote role; however, the ideal candidate will be based near Ann Arbor, Michigan and available to work from the office on occasion as needed for team collaboration or company events.

Travel expectations for the role: ~2X/year for major company events

Interested in this position? Send your resume along with this position's title to [e-mail] .