Technical Support Engineer (Workday CLM and CI)

Our mission is to change the way business deals get done. In an industry plagued by inefficient and ineffective contract management systems, we provide a solution that accelerates, scales, and protects the business, enabling contract professionals to become their company s superhero.

We create innovative AI technology that makes contracts searchable and simplifies deal-making processes to supercharge business while helping to reduce costs and handle risk. We automate manual work, facilitate collaboration, and streamline operations so businesses can make better decisions.

By reimagining legal documents, we take the stress out of contract management, empowering brilliant people to do their best work while fueling exponential growth.

The Contract Management and Document Intelligence Support Team is responsible for providing customer support and service to the Workday CLM and CI customers. We are passionate about customer service, innovation, and excellence. We are trusted advisers who investigate, diagnose and deliver time sensitive, business-critical solutions to our customers. Our team is expanding globally and we re excited to open new opportunities on the team.

• Partner with customers to effectively resolve issues through email communications, adapting to fluctuations in the volume of incoming inquiries
• Partner with our product, engineering, and data science teams to identify and diagnose software issues to fix and improve the product experience for our customers
• Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, enabling them to grow better
• Create and review articles and FAQs within our Knowledge Center in line with our review process schedule; modify articles as needed to ensure accuracy
• Collaborate with product and engineering teams to become an expert on new features acting as the go-to person for internal and external questions
• Participate in rostered shifts as part of our 24/7 Global Support shifts (Support Around the World)

• 4+ years customer service experience required with a focus on troubleshooting technical issues in SaaS or software environments
• Highly collaborative with a team-first approach; you can work effortlessly and effectively across all departments
• Exceptional communication skills, highly organized, and customer intuitive
• Experience with Support tools and related tools such as Zendesk, Jira, Salesforce, etc.
• Experience writing knowledge base articles, ideally in a technical position
• Experience troubleshooting and debugging complex systems
• Proficiency in working with REST APIs, including request/response structures, authentication methods, and error handling as well as SSO
• Working knowledge and understanding of HTML, XML, JSON, and JavaScript

• Ability to analyze data, logs, and system configurations to diagnose and resolve complicated problems using tools such as Grafana, Sentry, OpenSearch, and pgAdmin

• Working knowledge and understanding of Python and AWS is a plus
• Knowledge and understanding of machine learning algorithms, NLPs, prompt writing, and model training processes is a plus
• Knowledge of deep learning frameworks and LLM frameworks is a plus