Principal Technical Support Engineer

As the most trusted global leader in data-first contract lifecycle management (CLM) software, Agiloft helps organizations manage the end-to-end process of proposing, negotiating, signing, and leveraging contracts using our flexible Data-first Agreement Platform (DAP). With contract data as the foundation, customers quickly and collaboratively reach agreement and leverage contract visibility to thrive with competitive advantage. Employing powerful, pragmatic artificial intelligence as a legal force multiplier, and robust integration capabilities as a data liberator, organizations around the world trust Agiloft’s certified implementers to deliver connected, intelligent, and autonomous solutions across the entire contract lifecycle. Top analysts like Gartner, Forrester, and IDC agree, all showing Agiloft as a leader in the CLM space. Our no code platform is easily managed and administered by business users, which is why Agiloft is the contract you keep: nearly a full 100% of new customers are satisfied with their initial implementations, and some 97% of customers renew every year. Ours is a growing, vibrant, successful company that is at the forefront of a market that is becoming a must-have for all organizations. We believe that the way to build the strongest, most vibrant place to work is to bring in individuals from all walks of life, and to support them in bringing their authentic selves to their day, every day. Our working philosophy is that “EX = CX”: when employee experience is excellent, so is customer experience. We support multiple Employee Resource Groups (ERGs), and offer a working environment that supports healthy work/life balance, including floating holidays and a quarterly, no-questions-asked wellness day. Position Overview The Principal Technical Support Engineer is the most senior technical contributor within the Customer Support organization and serves as a force multiplier across the entire team. This terminal-level position is reserved for deeply experienced professionals who bring specialized expertise—whether in tooling, deep product knowledge, customer industry insight, or other relevant domains—to proactively elevate the effectiveness and quality of customer support. As a Principal Support Engineer, your role is not only to resolve complex technical issues but to mentor, enable, and equip the broader support team with the tools, knowledge, and practices needed to solve problems faster, deliver a superior customer experience, and scale sustainably. Job Responsibilties Strategic Support Enablement Serve as a technical and strategic thought leader within the support team. Develop and lead internal initiatives to improve case resolution quality, speed, and customer satisfaction. Collaborate with leadership to set technical standards and best practices for support processes. Advanced Ticket Support Act as a final escalation point for the most complex, high-impact, or ambiguous customer issues. Answer and respond to phone, email, and chat inquiries from our customers as necessary and within documented SLAs/ guidelines Knowledge & Tooling Development Create or advise on internal tools that improve support efficiency (e.g., diagnostic tools, log parsers, automation scripts). Author high-value knowledge base articles and internal runbooks based on resolved escalations and observed patterns. Conduct training sessions, technical workshops, and postmortems to share deep domain knowledge. Subject Matter Expertise (SME) Represent support in product discussions and roadmap planning within your area of specialization. Maintain a forward-looking view of emerging trends, customer needs, and technical innovations relevant to your domain. Other duties as assigned Required Qualifications 8+ years of experience in technical support or customer-facing engineering roles within a B2B SaaS environment. Deep understanding of the Agiloft platform and integrated systems. Excellent communication and collaboration skills, especially when working cross-functionally with Engineering and Product. Proven track record of resolving highly complex technical issues across multiple systems, integrations, or product lines. Expertise in at least one domain relevant to the support team, such as: Support tooling or automation development (e.g., Python, bash, SQL, APIs) Deep product domain expertise (e.g., rules & workflows, integrations, AI/ML, etc.) Industry-specific knowledge (e.g., Legaltech, CRM, BPM) Diagnostic troubleshooting at the infrastructure, application, or integration level Preferred Qualifications Bachelor’s degree in computer science, information technology, or a related field or equivalent work experience Ability to coach and mentor support engineers and deliver technical training in a structured, accessible way. Previous experience writing internal playbooks, SOPs, or technical training materials. Additional Information Ensuring a diverse and inclusive workplace is our priority. We are committed to an environment of acceptance where you are free to bring your full self to work. All employment decisions at Agiloft are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, national or social ethnic origin, sex, age, sexual orientation, gender identity and/or expression, parental status, marital status, Veteran status, or any other status protected by the laws or regulations in the locations where we operate. If you have a need that requires accommodation during the recruiting process, please let us know by contacting Director, Talent Acquisition, Brad Toothman at [email protected]. Applicants from underrepresented groups such as minorities, veterans, or individuals with disabilities encouraged to apply. Applications will be reviewed as submitted. There will be no application deadline for this opportunity.