Technical Support Engineer | Remote | SaaS | Client-Facing

About the role

The Customer Care Support team at Docupace is growing, and we're looking for a Technical Support Engineer to deliver white-glove service to our clients on the Docupace SaaS platform. This role plays a critical role in ensuring clients receive timely, accurate, and high-quality technical assistance.

Responsibilities

• 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.
• Absess 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.

Knowledge, Skills, and Abilities

• Advanced analytical and troubleshooting skills with a methodical, data-driven approach.
• Strong understanding of HTTP status codes, API error patterns, and integration failure modes.
• Ability to assess business impact and make sound judgment calls under pressure.
• Highly organized with a disciplined approach to queue and time management.
• Proactive communicator who keeps clients and internal stakeholders aligned.
• Ownership mindset—drives issues to resolution and focuses on prevention.
• Team-oriented mentor who contributes positively to team knowledge and capability.