Technical Support Specialist

🕒 Maio 29

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

🦅 Patrocina Visto H1B

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Malbek

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2017

☁️ SaaS

🏢 Corporativo

🤖 Inteligência Artificial

SaaS • Enterprise • Artificial Intelligence

<Malbek> Malbek é uma plataforma de gestão de ciclo de vida de contratos (CLM) de nível empresarial, ampliada com inteligência artificial, que centraliza a criação, execução, análise e integrações de contratos. A plataforma oferece módulos para CLM, insights e recomendações impulsionados por IA, acordos de aceitação (clickwrap) e um marketplace de integrações sem código, visando as equipes de jurídico, compras, vendas e finanças em grandes organizações para acelerar a velocidade dos contratos, reduzir riscos e melhorar a colaboração operacional.

Descrição

• 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.

🎯 Requisitos

• 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.