Full-Time

Technical Support Engineer 1

Posted on 11/15/2024

Agiloft

Agiloft

201-500 employees

Enterprise software for contract lifecycle management

Enterprise Software
AI & Machine Learning

Senior

Remote in USA

Category
Customer Support
Customer Success & Support
IT Support
IT & Security
Required Skills
Java
Operating Systems
Salesforce
Linux/Unix
Requirements
  • 5 years of experience in a technical support role.
  • 4 year college degree preferred.
  • 2 years’ experience with enterprise Java preferred
  • 1 year experience with Linux server background Preferred
  • Virtual Machine management experience a plus
  • Intelligence, creativity, familiarity with web-based technologies, and the ability to rapidly learn a complex and wide-ranging program.
  • Experience with database concepts, web-based technologies, and operating systems.
  • Excellent trouble-shooting and analytical skills, desire to solve problems and make things work.
  • Good judgment, capacity to independently evaluate situations and identify the optimum course of action.
  • Excellent written and verbal English communication skills.
  • Ability to interact politely with the occasional difficult customer.
  • Ability to manage multiple tasks and set appropriate priorities.
  • Programming or IT/Sys Admin experience a plus.
Responsibilities
  • Work with customers on cases assigned to you (including phone and email communications)
  • Provide excellent customer service to all customers, partners, and internal stakeholders when interfacing with them
  • Reproduce, document, and raise issues to the Development team
  • Assist with escalated technical support issues and work closely with our development team to resolve more complex cases.
  • Work with development to deep dive logs and identify the root cause of issues
  • Investigate server alerts and identify how to best resolve and help prevent server issues
  • Follow all ticket SLA and notation departmental guidelines
  • Document issues, file and follow up on customer problem tickets.
  • Learn our software product inside and out.
  • Become knowledgeable about products with which we integrate, such as Active Directory, LDAP, Outlook, Word, Excel, and Salesforce
  • Other duties as assigned

Agiloft provides enterprise software focused on managing the entire lifecycle of contracts, from creation to renewal. Their software allows businesses to customize the system to fit their specific needs without extensive coding, enabling rapid deployment in just weeks. This flexibility is a key feature that sets Agiloft apart from competitors. They serve a diverse clientele, including small businesses, government agencies, and large corporations, through a subscription-based model where clients can use the software either in the cloud or on-premises. Agiloft also offers an unconditional guarantee on their software and implementation services, showcasing their confidence in their product. Their goal is to deliver effective contract management solutions that enhance customer satisfaction and streamline business processes.

Company Stage

Acquired

Total Funding

$43.8M

Headquarters

Redwood City, California

Founded

1991

Growth & Insights
Headcount

6 month growth

4%

1 year growth

9%

2 year growth

22%
Simplify Jobs

Simplify's Take

What believers are saying

  • The recent majority stake acquisition by KKR and potential IPO indicate strong financial backing and growth prospects.
  • Agiloft's continuous innovation, including the launch of ConvoAI and AI Trainer, enhances its competitive edge and user experience.
  • Recognition as a Leader in the Gartner Magic Quadrant for four consecutive years underscores Agiloft's market leadership and reliability.

What critics are saying

  • The competitive landscape includes strong players like DocuSign, iCertis, and Ironclad, which could impact Agiloft's market share.
  • Rapid expansion and scaling, especially internationally, may pose operational challenges and strain resources.

What makes Agiloft unique

  • Agiloft's software is highly customizable and rapidly deployable, allowing businesses to implement and modify the system without extensive coding, unlike many competitors.
  • Their unconditional guarantee on both software and implementation costs is unique in the industry, reflecting their confidence in their platform's performance.
  • Agiloft's focus on integrating generative AI capabilities, such as ConvoAI and Prompt Lab, sets them apart in the contract management space.

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