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.
Skills Required
- 5+ years of experience supporting large enterprise customers in a SaaS environment
- Experience supporting or working with Contract Lifecycle Management platforms
- Familiarity with AI tools and technologies
- Strong analytical and problem-solving skills
- Excellent written and verbal communication skills
- Proficiency with support ticketing systems and CRM platforms
What We Do
Malbek is today’s most modern, cutting-edge CLM solution with a proprietary AI core that empowers the enterprise to do more with less. By supporting the growing contracting demands of your entire organization, including Legal, Sales, Finance, Procurement, and other critical business units, Malbek’s CLM solution delights every user. Malbek provides end-to-end contract management with out-of-the-box integration to popular business applications, like Salesforce, Workday, Slack, Office 365, and others, allowing your contract data to flow seamlessly while dramatically reducing cycle times. That's contracts reimagined! To learn more, visit www.malbek.io.
