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Mid LevelFull-timeRustAWS
Salary Range
$102,000 - $138,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Platinum Support Engineer to join our team at Agiloft, a global leader in data-first contract lifecycle management (CLM) software. This role involves working closely with customers to help them achieve their technical goals and overcome challenges.
Key Responsibilities
- βWork with customer accounts assigned to you, hosting pre-scheduled and ad-hoc calls to review tickets and discuss projects
- βServe as a conduit between customers and internal Agiloft teams, including CSM, Support Leadership, Engineering Leadership, and others
- βManage customer communications via tickets and email
- βCollaborate with engineering and leadership teams to resolve escalations
- βProactively take ownership of high-priority cases and assist with lower-priority tickets
- βMaintain knowledge of accounts and their workflows to improve support experiences
- βConduct weekly meetings with accounts to discuss projects, tickets, and news
- βParticipate in Quarterly Business Reviews as a key technical contributor
- βWork additional tickets as available to help maintain SLAs
- βParticipate in internal meetings and Agiloft Community
Requirements
- βKnowledge of internal Agiloft implementations and integrations such as DocuSign, Active Directory, MFA, and APIs
- βProficiency with the Agiloft product upgrade process
- β1-2 years of TSE1 experience
- βExcellent written and verbal communication skills
- βAbility to de-escalate tense customer situations
- βUnderstanding of Agiloftβs internal teams and ability to build relationships
Benefits
- β Floating holidays
- β Quarterly, no-questions-asked wellness day
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