Technical Support Engineer – SaaS, Client-Facing

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Docupace

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2002

☁️ SaaS

💳 Fintech

🤝 B2B

💰 Private Equity Round - Docupace on 2020-04

SaaS • Fintech • B2B

Docupace is a technology company built for the wealth management industry. The company offers a comprehensive, customizable SaaS platform to digitize wealth management back-office operations and eliminate paperwork (founded/core mission referenced since 2002). The Docupace Platform provides document management, new account opening, compliance tools (ComplianceEdge, TRACKR), advisor transitions, compensation management, integrations with numerous wealthtech tools, and developer APIs; it also acquired jaccomo (jPass) in 2021 to add compliance, data integration, financial reporting, and advisor compensation accounting capabilities. The platform targets financial services firms and back-office teams, focusing on workflow automation, digital processing, security, and regulatory compliance.

📋 Description

• Manage a personal queue of active support tickets to ensure timely responses, consistent progress, and adherence to SLAs. • Lead advanced technical troubleshooting and root cause analysis for complex issues related to the Docupace platform, APIs, integrations, and data workflows. • Assess and clearly communicate business impact, scope, and risk associated with client issues to internal stakeholders and leadership. • Prioritize cases based on severity, client impact, revenue risk, and SLA commitments. • Act as an escalation resource for high-visibility or complex client issues, maintaining ownership through resolution. • Collaborate closely with Engineering, SRE, Product, and Client Success teams to coordinate resolution efforts and validate fixes. • Provide clear, proactive, and professional updates to clients throughout the issue lifecycle. • Identify trends, recurring issues, and systemic risks; recommend process, tooling, or product improvements. • Document root causes, resolutions, and lessons learned to strengthen internal knowledge bases and reduce repeat issues. • Monitor queue health metrics and proactively escalate risks related to backlog, aging cases, or SLA breaches. • Mentor and support Technical Support Representatives through technical guidance, case reviews, and best practices. • Participate in onboarding, training, and continuous improvement initiatives.

🎯 Requirements

• 5–7 years of client-facing technical support experience in a SaaS, fintech, or enterprise software environment. • Proven experience supporting enterprise or high-complexity client environments. • Demonstrated ability to manage competing priorities while meeting or exceeding SLA requirements. • Strong working knowledge of SQL and relational database concepts; ability to write and analyze moderately complex queries. • Hands-on experience troubleshooting RESTful/SOAP APIs, integrations, and web services using tools such as Postman. • Experience collaborating with Engineering or SRE teams on production-impacting issues. • Proficiency with Jira, Salesforce, or similar case management systems. • Excellent written and verbal communication skills, with the ability to translate technical details into a business-relevant context.

🏖️ Benefits

• Opportunity to support a widely adopted SaaS platform in the financial services industry. • Collaborative, growth-oriented culture that values initiative, accountability, and technical excellence. • Competitive salary, benefits, and opportunities for career advancement within a growing organization.