Technical Support Specialist

🕒 May 29

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Malbek

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

☁️ SaaS

🏢 Enterprise

🤖 Artificial Intelligence

SaaS • Enterprise • Artificial Intelligence

<Malbek> Malbek is an enterprise-grade, AI-augmented contract lifecycle management (CLM) platform that centralizes contract creation, execution, analysis, and integrations. The platform offers modules for CLM, AI-driven insights and recommendations, clickwrap agreements, and a no-code integrations marketplace, targeting legal, procurement, sales, and finance teams at large organizations to accelerate contracting velocity, reduce risk, and improve operational collaboration.

📋 Description

• 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.

🎯 Requirements

• 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.