Senior Technical Support Specialist

What you'll be working on:

• Handle complex web support cases for enterprise and sales-assisted accounts
• Lead and participate in client calls with Tier 1 accounts independently
• Collaborate with GTM team (Sales, CSM) on escalated enterprise issues
• Identify, document, and escalate product bugs and feature requests to engineering and product team
• Investigate and troubleshoot technical issues related to SignNow web platform, integrations, and workflows
• Ensure timely follow-up and resolution on all assigned cases within SLA requirements
• Maintain clear and professional written communication with customers throughout the full case lifecycle

What we expect from you:

• Education: Bachelor's degree or equivalent practical experience
• Experience: 3+ years in B2B SaaS support, minimum 2 years with enterprise / Tier 1 accounts
• Language: English — fluent, professional level for written and verbal client communication
• Technical: Familiarity with APIs, integrations, SaaS platforms; Intercom or similar CRM preferred
• Strong communication and client management skills — must be able to run enterprise calls independently