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<p><span style="font-size: 14pt"><span style="font-weight: bold">Summary of Position</span></span></p>
<p>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.</p>
<p><br></p>
<p>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.</p>
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<p><span style="font-size: 14pt"><span style="font-weight: bold">Location</span></span></p>
<p>US- East Coast Preferred</p>
<p><span style="font-size: 14pt"> </span></p>
<p><span style="font-size: 14pt"><span style="font-weight: bold">Key Responsibilities</span></span></p>
<ul>
<li>Deliver exceptional customer support by resolving technical and functional issues promptly and effectively within a SaaS CLM environment.</li>
<li>Support large enterprise customers by managing complex use cases, escalations, and integrations.</li>
<li>Leverage AI-powered tools and automation to improve issue diagnosis, response time, and overall support efficiency.</li>
<li>Maintain a high level of professionalism, empathy, and clear communication in all customer interactions.</li>
<li>Proactively develop expertise in platform features, releases, and CLM best practices to better support customers.</li>
<li>Collaborate with Product, Engineering, and Customer Success teams to ensure customer feedback is captured and addressed.</li>
<li>Replicate and troubleshoot customer-reported issues in internal environments, documenting detailed steps, behaviors, and findings.</li>
</ul>
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<p><span style="font-size: 18pt"><span style="font-weight: bold">Qualifications</span></span></p>
<ul>
<li>5+ years of experience supporting large enterprise customers in a SaaS environment.</li>
<li>Experience supporting or working with Contract Lifecycle Management (CLM) platforms strongly preferred.</li>
<li>Familiarity with AI tools and technologies (e.g., automated support tools, copilots, or AI-driven analytics) is highly desired.</li>
<li>Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex technical and business issues.</li>
<li>Excellent written and verbal communication skills, with the ability to clearly articulate solutions to both technical and non-technical users.</li>
<li>Ability to work effectively in a fast-paced, high-growth SaaS environment while managing multiple priorities.</li>
<li>Experience reviewing and analyzing system logs (application, server, etc.) to identify root causes.</li>
<li>Proficiency with support ticketing systems and CRM platforms.</li>
<li>Integration experience is a plus (e.g., Salesforce, SAP Ariba, Palantir, or similar enterprise systems).</li>
<li>Ability to collaborate across teams and contribute to continuous process and product improvement.</li>
<li>Experience with Malbek’s platform and solutions (e.g., BusinessIQ, AI Pro/Bek, Malbek for Word, connectors, and CLM workflows) is a plus.</li>
</ul>
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