Technical Support Engineer 2

Jobgether; Oregon; Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Fully remote (US)

Flexible schedule

Floating holidays

Wellness days quarterly

Professional development

Job summary

Jobgether is seeking a Technical Support Engineer 2 for a partner company based in the United States. You will resolve advanced customer issues, analyze logs, and collaborate with engineering, product, QA, and customer success teams to deliver high-quality solutions.

You will develop expertise in the contract lifecycle management platform, troubleshoot integrations with Active Directory, Adobe Sign, Salesforce, and other tools, and contribute to internal knowledge bases and processes while

Qualifications

• 2+ years in technical support or software support role.
• Strong analytical and logical reasoning abilities.
• Good understanding of web technologies, databases, and operating systems.
• Ability to learn complex software platforms quickly.
• Experience diagnosing issues in software applications and enterprise environments.

Responsibilities

• Investigate, troubleshoot, and resolve advanced technical issues escalated by Tier 1 support teams within SLAs.
• Respond to customer inquiries via phone, email, and chat.
• Deliver technical assistance and customer service to clients, partners, and internal stakeholders.
• Analyze logs using Linux CLI and cloud monitoring tools to identify root causes.
• Reproduce issues in non-production environments and escalate defects to Tier 3 or development teams.
• Collaborate with Product, Engineering, QA, and Customer Success to resolve complex issues.
• Develop knowledge of core platform, CLM workflows, and related technologies.
• Support integrations with third-party apps (AD, Adobe Sign, Salesforce, Outlook, Excel).
• Contribute to internal knowledge bases and troubleshooting guides.
• Assist with onboarding, mentoring of Tier 1 staff, and process improvements.

Skills

Analytical thinking

Strong English communication

Customer service orientation

Problem solving

Ability to learn quickly

Education

Bachelor's degree in Computer Science or related

Tools

Linux

SQL

APIs

Active Directory

Adobe Sign

Salesforce

Outlook/Excel

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer 2 based in the United States.

As a Technical Support Engineer 2, you will play a key role in delivering high-quality technical support by investigating and resolving complex customer issues escalated from first-line support teams. You will leverage your technical expertise in web technologies, databases, operating systems, and software integrations to identify root causes and implement effective solutions. Working closely with engineering, product, quality assurance, and customer success teams, you will help ensure a seamless customer experience. You will also contribute to improving internal documentation, strengthening support processes, and sharing technical knowledge across the organization. This role offers the opportunity to develop specialized expertise in a sophisticated contract lifecycle management platform and its connected technologies. You will join a collaborative, customer-focused environment that values analytical thinking, continuous learning, inclusion, and professional growth.

Accountabilities

• Investigate, troubleshoot, and resolve advanced technical issues escalated by Tier 1 support teams, ensuring timely and effective solutions.
• Respond to customer inquiries through phone, email, and chat channels in accordance with established service-level agreements (SLAs), support guidelines, and quality standards.
• Deliver excellent technical assistance and customer service to clients, partners, and internal stakeholders throughout the support process.
• Analyze system logs, use Linux command-line tools, and leverage cloud monitoring solutions to identify technical problems and determine their root causes.
• Reproduce reported customer issues in non-production environments, validate findings, and elevate confirmed software defects to Tier 3 support or development teams.
• Collaborate with Product, Engineering, Quality Assurance, and Customer Success teams to investigate complex issues, coordinate resolutions, and share technical knowledge.
• Develop in-depth knowledge of the core platform, contract lifecycle management workflows, and related technologies.
• Support and troubleshoot integrations with third-party applications and services, including Active Directory, Adobe Sign, Microsoft Outlook, Word, Excel, and Salesforce.
• Contribute to internal knowledge bases, technical documentation, troubleshooting guides, and support resources to improve team efficiency and knowledge sharing.
• Assist with onboarding, technical guidance, and mentoring of Tier 1 support team members.
• Identify recurring technical issues and opportunities to improve troubleshooting procedures, support workflows, and the overall customer experience.
• Take on additional responsibilities and technical support initiatives as required.

Requirements

• At least 2 years of professional experience in a technical support, software support, or similar IT troubleshooting role.
• Strong analytical and logical reasoning abilities, with a demonstrated passion for investigating technical problems and developing effective solutions.
• Good understanding of web-based technologies, database concepts, and operating systems.
• Ability to quickly learn complex software platforms, understand interconnected technologies, and develop specialized product expertise.
• Experience diagnosing and troubleshooting technical issues in software applications and enterprise environments.
• Familiarity with Linux environments and command-line tools, including the ability to investigate system behavior and analyze technical logs.
• Excellent written and verbal communication skills in English, with the ability to explain technical concepts clearly to customers and internal stakeholders.
• Strong customer service orientation, attention to detail, and sound judgment when handling complex or sensitive technical issues.
• Ability to manage competing priorities, work independently, and maintain effective communication throughout the resolution process.
• Demonstrated collaboration skills, with the ability to work effectively across technical and non-technical teams.
• Bachelor's degree in Computer Science, Information Technology, or a related discipline is preferred; equivalent professional experience will also be considered.
• Hands-on experience with the platform and its troubleshooting procedures is highly desirable.
• Basic knowledge of SQL, Java, APIs, and Linux is preferred.
• Familiarity with RESTful APIs, webhook troubleshooting, and common software integration patterns is an advantage.
• Understanding of authentication and security protocols, including SAML and multi-factor authentication (MFA), is beneficial.
• Experience supporting enterprise software integrations and working with cloud-based applications is a plus.
• A proactive learning mindset and willingness to continuously expand technical expertise in software support and emerging technologies.

Benefits

• Fully remote working arrangement within the United States.
• Flexible working environment that supports a healthy work-life balance.
• Floating holidays to provide additional flexibility for personal time off.
• Quarterly wellness days, with no explanation required, to support employee well-being.
• Opportunities to develop advanced technical expertise in enterprise software, contract lifecycle management, and connected technologies.
• Collaborative and inclusive workplace culture that encourages employees to bring their authentic selves to work.
• Access to Employee Resource Groups (ERGs) that promote diversity, belonging, and professional connection.
• Opportunities to collaborate with experienced professionals across Product, Engineering, Quality Assurance, and Customer Success.
• Professional development opportunities through continuous learning, technical knowledge sharing, and mentorship.
• An employee-focused culture built around the belief that a positive employee experience contributes directly to excellent customer service.

How Jobgether works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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