The Technical Support Specialist provides high-quality support for a SaaS-based CLM platform, resolving technical issues for enterprise customers. They leverage AI tools, manage integrations, and enhance customer experience through collaboration and proactive support.
Summary of Position
The Technical Support Specialist plays a critical role in ensuring the success and satisfaction of our customers within a SaaS-based Contract Lifecycle Management (CLM) platform. This individual will deliver high-quality, efficient, and empathetic support to a global customer base, with a strong focus on large enterprise clients.
In this role, the Technical Support Specialist will troubleshoot complex technical and functional issues, support integrations, and leverage modern AI-driven tools to enhance support effectiveness. The primary objective is to resolve problems, incidents, and inquiries submitted through multiple support channels while continuously improving the overall customer experience.
Location
US- East Coast Preferred
Key Responsibilities
- Deliver exceptional customer support by resolving technical and functional issues promptly and effectively within a SaaS CLM environment.
- Support large enterprise customers by managing complex use cases, escalations, and integrations.
- Leverage AI-powered tools and automation to improve issue diagnosis, response time, and overall support efficiency.
- Maintain a high level of professionalism, empathy, and clear communication in all customer interactions.
- Proactively develop expertise in platform features, releases, and CLM best practices to better support customers.
- Collaborate with Product, Engineering, and Customer Success teams to ensure customer feedback is captured and addressed.
- Replicate and troubleshoot customer-reported issues in internal environments, documenting detailed steps, behaviors, and findings.
Qualifications
- 5+ years of experience supporting large enterprise customers in a SaaS environment.
- Experience supporting or working with Contract Lifecycle Management (CLM) platforms strongly preferred.
- Familiarity with AI tools and technologies (e.g., automated support tools, copilots, or AI-driven analytics) is highly desired.
- Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex technical and business issues.
- Excellent written and verbal communication skills, with the ability to clearly articulate solutions to both technical and non-technical users.
- Ability to work effectively in a fast-paced, high-growth SaaS environment while managing multiple priorities.
- Experience reviewing and analyzing system logs (application, server, etc.) to identify root causes.
- Proficiency with support ticketing systems and CRM platforms.
- Integration experience is a plus (e.g., Salesforce, SAP Ariba, Palantir, or similar enterprise systems).
- Ability to collaborate across teams and contribute to continuous process and product improvement.
- Experience with Malbek’s platform and solutions (e.g., BusinessIQ, AI Pro/Bek, Malbek for Word, connectors, and CLM workflows) is a plus.
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