Company Description
S-Docs is a leading cloud-based software-as-a-service (SaaS) product built on the Salesforce platform. Since our establishment in 2010, we have been providing innovative document creation and e-signature solutions to a diverse range of businesses, from international Fortune 50 companies to startups. Our mission is to simplify document workflow automation to increase productivity, enhance the customer experience, and accelerate business success.
Role Description
This is a full-time on-site role for a Support Engineer at S-Docs in the Ann Arbor Area. The Support Engineer will be responsible for troubleshooting technical issues, providing technical and customer support, and ensuring smooth operation of operating systems. You will be required to keep customers updated on their open requests, and ensure they are receiving high-quality support. You'll gain firsthand experience working with hundreds of clients and prospects, including enterprise-level SaaS clients and the complex use cases we assist them with. You will help solve problems while being part of a smaller, innovative team that allows you to define your own path and make noteworthy contributions to the overall company.
Key Job Responsibilities:
- Troubleshoot and resolve customer issues related to Salesforce platform functionality, document generation, customizations, and integrations.
- Analyze and debug technical problems by reviewing logs, error messages, and user behavior.
- Reproduce customer-reported issues and escalate complex cases to appropriate teams.
- Provide timely and professional responses to customer inquiries via email or conference calls.
- Guide customers in best practices for using Salesforce features and functionality along with document generation and eSignature.
- Build and maintain strong relationships with customers by providing exceptional service.
- Work closely with other support engineers, developers, and product teams to resolve complex issues.
- Participate in cross-functional meetings to share insights and improve support processes.
- Collaborate with Customer Success teams to ensure customers achieve their business goals.
- Create and maintain internal knowledge base articles/technical documentation to empower self-service.
- Share findings and best practices with peers to improve team efficiency and learning.
- Stay updated on Salesforce and S-Docs releases, new features, and updates to recommend solutions proactively.
- Utilize support tools (e.g., Salesforce Service Cloud, Debug Logs, Developer Console) to manage cases and track resolutions.
- Meet or exceed key performance indicators (KPIs) such as case resolution time, customer satisfaction (CSAT), and first-email resolution.
Role-Specific Skills and Competencies:
- Working knowledge of Salesforce
- Mastering and supporting our core software products, S-Docs and S-Sign
- Using problem solving skills to assist our customer base with their use cases
- Interfacing with Product, Software Engineering, and QA to serve as a feedback loop for product bugs and feature requests
- Helping tackle a wide range of company initiatives to keep revenue growth strong
- Gaining experience working for a top-rated Salesforce AppExchange partner
Experience:
- 1-3 years of Support experience
- HTML/CSS Experience: 1 year
- SQL Experience: 1 year
- Salesforce Administrator: 1 year
Education: Bachelors Degree
Location of the Role: Ann Arbor, Michigan
Travel expectations for the role: ~2X/year for major company events
Interested in this position? Send your resume along with this position's title to careers@sdocs.com.