Principal Support Engineer - Remote

Overview

The Principal Technical Support Engineer is the most senior technical contributor within the Customer Support organization, serving as a force multiplier across the entire team. This role involves resolving complex technical issues while mentoring and equipping the broader support team.

In Short

• Serve as a technical and strategic thought leader within the support team.
• Develop initiatives to improve case resolution quality, speed, and customer satisfaction.
• Act as a final escalation point for complex customer issues.
• Create internal tools that improve support efficiency.
• Author knowledge base articles and internal runbooks.
• Conduct training sessions and technical workshops.
• Represent support in product discussions and roadmap planning.
• Maintain awareness of emerging trends and customer needs.
• Collaborate with Engineering and Product teams.
• Other duties as assigned.

Requirements

• 8+ years of experience in technical support or customer-facing engineering roles.
• Deep understanding of the Agiloft platform.
• Excellent communication and collaboration skills.
• Proven track record of resolving complex technical issues.
• Expertise in support tooling or automation development.
• Industry-specific knowledge such as Legaltech, CRM, or BPM.
• Diagnostic troubleshooting experience.

Benefits

• Support for healthy work/life balance.
• Floating holidays and wellness days.
• Opportunities for professional development.
• Involvement in Employee Resource Groups (ERGs).
• Inclusive working environment.