Senior Technical Support Speciallist
ManilaRemoteFull-time
AI Summary
A Senior Technical Support Specialist handles complex web support cases and leads client calls for enterprise accounts, collaborating with sales and product teams to troubleshoot issues and escalate bugs for SignNow's global customers.
About this role
About airSlate
airSlate is a global SaaS technology company that develops no-code workflow automation, electronic signature, and document management solutions. Our award-winning products - SignNow, pdfFiller, DocHub, altaFlow, Instapage, and US Legal Forms - serve over hundreds of millions of users and more than one million customers worldwide, helping organizations of every size digitize processes, improve efficiency, and transform how they work.
We’re in an exciting phase of growth and transformation, with teammates in more than 20 countries across three continents and main hubs in the United States, Poland, Romania, Ukraine and Philippines.
At airSlate, we’re building value for customers and a culture where growth and innovation go hand in hand. We’re looking for people eager to shape products, scale a company, and thrive in a fast-moving environment.
About the SignNow team:
We are a passionate and ambitious team of 100+ people on a mission to succeed with our award-winning signature solution – SignNow.
SignNow empowers over 28 million people at companies across the world to move fast with everything they need to send and eSign their documents. Increase productivity with document workflows, impress customers, and save money while maximizing ROI with SignNow.
And now, we are looking for a Senior Technical Support Specialist who is prepared to contribute to the next chapter of our company's growth.
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
- 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
- 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
Skills
APIsB2B SaaS SupportBug ReportingCRMEnterprise SupportIntegrationsIntercomSaaS PlatformsTier 1 AccountsTroubleshooting
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- Market overviewState of tech hiring, September 2026: up 4.8%Tech hiring rose 4.8% month over month in September 2026, with 411,122 new listings. Customer support and account executive roles led the growth.