Technical Support Engineer 2

Agiloft; United States; On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Wellness day

Employee Resource Groups (ERGs)

Work-life balance

Job summary

Agiloft, Inc. is seeking a Technical Support Engineer 2 in the United States to troubleshoot advanced issues escalated from Tier 1. You will deepen product expertise, interface with Tier 3, development, and customer success teams, and maintain strong customer relationships.

The role requires a solid technical background, great attention to detail, and excellent English communication. You will work with product integrations like Active Directory, Adobe Sign, Salesforce, and more, providing

Qualifications

• 2+ years in a technical support role
• Strong troubleshooting and analytical skills
• Excellent written and verbal English communication

Responsibilities

• Investigate and resolve advanced technical issues escalated from Tier 1 support
• Respond to phone, email, and chat inquiries within SLAs
• Collaborate with Product, Engineering, and QA on issue resolution and knowledge sharing
• Become knowledgeable about integrated products like Active Directory, Adobe Sign, Salesforce
• Use log analysis and cloud monitoring tools to identify root causes
• Contribute to internal knowledge bases and documentation

Skills

Technical support

Troubleshooting

English communication

Analytical thinking

Linux CLI

Education

Bachelor's degree in CS/IT

Tools

SQL

REST APIs

Linux

Active Directory

Adobe Sign

Job description

As the most trusted global leader in data-first contract lifecycle management (CLM) software, Agiloft helps organizations manage the end-to-end process of proposing, negotiating, signing, and leveraging contracts using our flexible Data-first Agreement Platform (DAP). With contract data as the foundation, customers quickly and collaboratively reach agreement and leverage contract visibility to thrive with competitive advantage. Employing powerful, pragmatic artificial intelligence as a legal force multiplier, and robust integration capabilities as a data liberator, organizations around the world trust Agiloft’s certified implementers to deliver connected, intelligent, and autonomous solutions across the entire contract lifecycle.

Top analysts like Gartner, Forrester, and IDC agree, all showing Agiloft as a leader in the CLM space. Our no code platform is easily managed and administered by business users, which is why Agiloft is the contract you keep: nearly a full 100% of new customers are satisfied with their initial implementations, and some 97% of customers renew every year. Ours is a growing, vibrant, successful company that is at the forefront of a market that is becoming a must-have for all organizations.

We believe that the way to build the strongest, most vibrant place to work is to bring in individuals from all walks of life, and to support them in bringing their authentic selves to their day, every day. Our working philosophy is that “EX = CX”: when employee experience is excellent, so is customer experience. We support multiple Employee Resource Groups (ERGs), and offer a working environment that supports healthy work/life balance, including floating holidays and a quarterly, no-questions-asked wellness day.

Position Overview

TheTechnical Support Engineer 2 is responsible for troubleshooting and resolving technical issues escalated by the Tier 1 team. In this role you will also build deeper technical expertise in some areas of the product and interface with other teams such as Tier 3, development, and CSMs to achieve the best customer experience possible. To do this, you will need a deep understanding of the Agiloft platform and related technologies, have strong critical thinking skills, and be effective at collaborating with peers and customers via support tickets and phone calls. The ideal candidate has a strong analytical and logical mind, a solid grasp of the Agiloft platform and CLM workflows, a technical background, good judgment, strong communication skills, and excellent attention to detail.

Job Responsibilities

• Investigate and resolve advanced technical issues escalated from Tier 1 support.
• Answer and respond to phone, email, and chat inquiries from our customers as necessary and within documented SLAs/ guidelines
• Provide excellent customer service to all customers, partners, and internal stakeholders when interfacing with them
• Collaborate cross-functionally with Product, Engineering, and QA teams on issue resolution and knowledge sharing.
• Become knowledgeable about products with which we integrate, such as Active Directory, Adobe Sign, Outlook, Word, Excel, and Salesforce
• Use log analysis, Linux CLI, and cloud monitoring tools to identify root causes.
• Reproduce customer issues in nonproduction environments and elevate verified bugs to Tier 3.
• Contribute to internal knowledge bases and documentation.
• Support onboarding and mentorship for Tier 1 team members.
• Other duties as assigned

Required Qualifications

• 2+ years of experience in a technical support role
• Intelligence, creativity, familiarity with web-based technologies, and the ability to rapidly learn a complex and wide-ranging program
• Experience with database concepts, web-based technologies, and operating systems
• Excellent troubleshooting and analytical skills, desire to solve problems and make things work
• Excellent written and verbal English communication skills
• Ability to manage competing priorities and communicate technical concepts clearly.

Preferred Qualifications

• Bachelor’s degree in computer science, information technology, or a related field or equivalent work experience
• Expertise in using and troubleshooting the Agiloft product
• Basic knowledge of relevant technologies including SQL, Java, APIs, and Linux
• Proficiency in RESTful APIs, webhook troubleshooting, and common integration patterns.
• Understanding of authentication protocols such as SAML MFA.

Ensuring a diverse and inclusive workplace is our priority. We are committed to an environment of acceptance where you are free to bring your full self to work. All employment decisions at Agiloft are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, national or social ethnic origin, sex, age, sexual orientation, gender identity and/or expression, parental status, marital status, Veteran status, or any other status protected by the laws or regulations in the locations where we operate. If you have a need that requires accommodation during the recruiting process, please let us know by contacting Director, Talent Acquisition, Brad Toothman at [e-mail].

Applicants from underrepresented groups such as minorities, veterans, or individuals with disabilities encouraged to apply.

Applications will be reviewed as submitted. There will be no application deadline for this opportunity.