Docupace · 1 day ago
Technical Support Representative
United States
Full-time
Hybrid
Mid Level
3+ years expDocupace is a growing company in the SaaS industry, seeking a Technical Support Representative to deliver exceptional service to clients. This role involves managing support tickets, providing technical assistance, and collaborating with internal teams to resolve client issues.
Data Center AutomationDocument ManagementFinancial ServicesFinTechSecuritySoftware
Hiring Manager
La Tonya Walker
Responsibilities
Manage a personal queue of active support tickets to ensure timely responses and consistent progress toward resolution
Provide technical analysis, troubleshooting, and root cause identification for issues related to the Docupace platform, APIs, and integrations
Maintain clear, frequent, and professional updates to clients throughout the resolution process
Prioritize multiple cases simultaneously based on business impact, client priority, and SLA requirements
Collaborate with Engineering, SRE, and Product teams to escalate complex issues when necessary, maintaining ownership until closure
Document solutions, root causes, and lessons learned for continuous improvement of internal knowledge bases
Monitor queue health metrics (response times, backlog, aging cases) and proactively escalate potential risks
Participate in process improvement efforts to optimize case flow and client experience
Qualification
Required
3–5 years of technical support experience in a SaaS, fintech, or enterprise software environment
Proven ability to manage and prioritize multiple support tickets effectively while meeting SLAs
Understanding of SQL and basic database structures
Working knowledge of Jira, Salesforce, or similar case management systems
Excellent written and verbal communication skills, with a focus on clarity and client confidence
Logical problem-solving and methodical troubleshooting approach
Highly organized with a disciplined approach to queue and time management
Proactive communicator—keeps clients informed and internal stakeholders aligned
Analytical mindset with curiosity to dig into data and identify underlying issues
Team player who takes ownership and drives resolutions to completion
Ability to travel to company offices for training and client locations as required, approximately 5% travel
Preferred
Familiarity with financial services applications or document management platforms
Familiarity with RESTful/SOAP APIs, JSON, and web services troubleshooting (Postman or equivalent tools)
Benefits
Competitive salary
Benefits
Opportunities for career advancement
Company
Docupace
Docupace is a solutions provider focused on digitizing and automating operations in the financial advice and investment industry.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$19MKey Investors
FTV Capital
2024-07-23Acquired
2020-04-28Private Equity
2018-01-09Undisclosed· $2.5M
Leadership Team
David Knoch
Chief Executive Officer
Leon Weiss
Chief Financial Officer
Recent News
2025-11-04
2025-10-14
Company data provided by crunchbase