Technical Support Engineer 2

Agiloft

About The Position

The Technical Support Engineer 2 troubleshoots and resolves technical issues escalated by the Tier 1 team. The role develops deeper technical expertise in selected product areas and works with Tier 3, development, Customer Success Managers (CSMs), and other teams to provide a strong customer experience. The position requires a deep understanding of the Agiloft platform and related technologies, critical thinking, and effective collaboration with peers and customers through support tickets and phone calls. The ideal candidate has a strong analytical and logical mind, a solid grasp of the Agiloft platform and contract lifecycle management (CLM) workflows, a technical background, good judgment, strong communication skills, and excellent attention to detail.

Requirements

At least 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, with a 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.

Nice To Haves

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.

Responsibilities

Investigate and resolve advanced technical issues escalated from Tier 1 support.
Respond to customer inquiries by phone, email, and chat as necessary and within documented service-level agreements and guidelines.
Provide excellent customer service to customers, partners, and internal stakeholders.
Collaborate with Product, Engineering, and QA teams on issue resolution and knowledge sharing.
Build knowledge of integrated products, including Active Directory, Adobe Sign, Outlook, Word, Excel, and Salesforce.
Use log analysis, Linux command-line tools, and cloud monitoring tools to identify root causes.
Reproduce customer issues in nonproduction environments and escalate verified bugs to Tier 3.
Contribute to internal knowledge bases and documentation.
Support onboarding and mentorship for Tier 1 team members.
Perform other duties as assigned.