Technical Support Specialist

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.