Technical Support Engineer - Remote

Overview

The Technical Support Engineer at Docupace is responsible for providing high-quality technical assistance to clients using the Docupace SaaS platform, ensuring timely and accurate support.

In Short

• Join a growing Customer Care Support team.
• Deliver white-glove service to clients.
• Manage a queue of support tickets.
• Lead troubleshooting and root cause analysis.
• Assess and communicate business impact of issues.
• Collaborate with Engineering, SRE, and Product teams.
• Document resolutions and improve processes.
• Mentor Technical Support Representatives.
• Participate in onboarding and continuous improvement.
• Support a widely adopted SaaS platform.

Requirements

• 5–7 years of client-facing technical support experience.
• Strong working knowledge of SQL and relational databases.
• Experience troubleshooting APIs and integrations.
• Proficiency with Jira and Salesforce.
• Excellent communication skills.
• Ability to manage competing priorities.
• Advanced analytical and troubleshooting skills.
• Team-oriented with a proactive mindset.
• Ability to assess business impact under pressure.
• Experience in a SaaS or fintech environment.

Benefits

• Collaborative, growth-oriented culture.
• Competitive salary and benefits.
• Opportunities for career advancement.
• Support for a widely adopted SaaS platform.
• Initiative and accountability valued.