Technical Support Engineer

About the Job

Our Customer Care Support team at Docupace is growing, and we're looking for a Senior Technical Support Representative who can deliver white-glove service to our clients using the Docupace SaaS platform.

Summary of Position

The Technical Support Engineer plays a critical role in ensuring Docupace clients receive timely, accurate, and high-quality technical assistance. This role supports external business clients using the Docupace SaaS platform and requires advanced technical troubleshooting skills, strong analytical judgment, and the ability to assess and communicate business impact.

This position serves as an escalation point for complex or high-impact issues, partners closely with Engineering, SRE, Product, and Client Success teams, and helps drive continuous improvement across support processes, documentation, and tooling.

Essential Duties and 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.
• Assess 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.

Minimum Education and Experience

• 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.

Reporting Structure

Technical Support Manager

Title of this role: Technical Support Engineer (Client-Facing SaaS Support)

Why Join Docupace

• Opportunity to support a widely adopted SaaS platform in the financial services industry.
• Collaborative, growth-oriented culture that values initiative, accountability, and technical excellence.
• Competitive salary, benefits, and opportunities for career advancement within a growing organization.

Physical Demands and Working Conditions

• Sit – Frequent
• Stand – Occasional
• Walk – Frequent
• Lift/Carry 0–20 pounds – Occasional
• Lift/Carry over 20 pounds – Occasional
• Kneel/crouch, bend, and/or stoop repeatedly – Occasional

Travel

Estimated % of time required to travel – 5% or less

Key skills/competency

• Technical Support
• SaaS
• API Troubleshooting
• SQL
• Client-Facing
• Problem Solving
• Root Cause Analysis
• Escalation Management
• Jira
• Salesforce