Core+ Support Expert - eSign

Role overview

Serve as a senior technical support specialist for an electronic-signature and agreement-management platform, acting as the connection point between customers, support, engineering, product, and account teams. The role owns complex escalations, investigates difficult web-based issues, and turns customer feedback into product improvements, better documentation, and stronger adoption.

Responsibilities

- Resolve escalated customer cases involving agreement-management services and related functionality. - Take ownership of issues that require engineering involvement, including suspected technical defects and product bugs. - Investigate customer impact using support systems, logs, browser developer tools, SQL, administrative consoles, and text-analysis techniques. - Track affected documents and use query languages to understand the scope and behavior of incidents. - Identify product improvements, recurring problems, training needs, and opportunities to improve the customer experience. - Collaborate with Product, Engineering, Account Management, and other teams while meeting support service-level objectives.

Requirements

- Bachelor’s degree in computer science, engineering, or a related technical field. - At least 3 years of SaaS troubleshooting experience in a technical-support role. - Experience with programming or markup technologies such as XML, C#, Python, PHP, JavaScript, or comparable tools. - Practical knowledge of web troubleshooting, including HTTP, JSON, IIS, HTML, and CSS. - Experience analyzing logs with tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools, or similar utilities. - Ability to document investigations clearly, communicate status, and explain technical findings to varied audiences.

Nice to have

- Familiarity with electronic-signature, agreement, or comparable business software. - Experience with Jira and Salesforce, regular expressions, complex validation rules, and organization administration. - Strong analytical, organizational, writing, and real-time troubleshooting skills.

Benefits and work setup

- Remote position, with most work performed from a designated remote location.