Technical Support Engineer 2 (CLM)

Location: United States; remote

Company

hirify.global develops a data-first contract lifecycle management platform that uses artificial intelligence, no-code administration, and integrations to manage the contract lifecycle.

What you will do

• Investigate and resolve advanced technical issues escalated from Tier 1 support.
• Respond to customer inquiries by phone, email, and chat within documented SLAs and guidelines.
• Use log analysis, Linux CLI, and cloud monitoring tools to identify root causes.
• Reproduce customer issues in nonproduction environments and escalate verified bugs to Tier 3.
• Collaborate with Product, Engineering, QA, Tier 3, and CSM teams on issue resolution and knowledge sharing.
• Contribute to internal documentation and knowledge bases, and support onboarding and mentorship for Tier 1 team members.

Requirements

• 2+ years of experience in a technical support role.
• Experience with database concepts, web-based technologies, and operating systems.
• Strong troubleshooting, analytical, critical-thinking, and problem-solving skills, with the ability to learn a complex and wide-ranging program quickly.
• Excellent written and verbal English communication skills.
• Ability to manage competing priorities and communicate technical concepts clearly.
• Ability to provide effective customer service to customers, partners, and internal stakeholders.

Nice to have

• Bachelor’s degree in computer science, information technology, or a related field, or equivalent work experience.
• Expertise using and troubleshooting the hirify.global product and familiarity with CLM workflows.
• Basic knowledge of SQL, Java, APIs, and Linux.
• Proficiency with RESTful APIs, webhook troubleshooting, and common integration patterns.
• Understanding of authentication protocols such as SAML and MFA.
• Experience with integrated products such as Active Directory, Adobe Sign, Outlook, Word, Excel, and Salesforce.

Culture & Benefits

• Full-time remote work in the United States.
• Environment focused on inclusion, acceptance, and bringing one’s authentic self to work.
• Employee Resource Groups and a working philosophy connecting employee experience with customer experience.
• Support for work-life balance, including floating holidays and a quarterly no-questions-asked wellness day.

Hiring process

• Applications are reviewed as submitted; there is no application deadline.
• Accommodation requests during recruiting can be directed to the Director of Talent Acquisition.