Docupace · 13 hours ago
Technical Support Engineer
United States
Full-time
Remote
Senior Level
5+ years expDocupace is a company focused on delivering a SaaS platform for the financial services industry, and they are seeking a Technical Support Engineer to enhance their Customer Care Support team. This role is vital in providing high-quality technical assistance to clients, managing support tickets, and collaborating with various internal teams to ensure effective resolution of complex issues.
Data Center AutomationDocument ManagementFinancial ServicesFinTechSecuritySoftware
Hiring Manager
La Tonya Walker
Responsibilities
Manage a personal queue of active support tickets to ensure timely responses, consistent progress, and adherence to SLAs
Lead advanced technical troubleshooting and root cause analysis for complex issues related to the Docupace platform, APIs, integrations, and data workflows
Assess and clearly communicate business impact, scope, and risk associated with client issues to internal stakeholders and leadership
Prioritize cases based on severity, client impact, revenue risk, and SLA commitments
Act as an escalation resource for high-visibility or complex client issues, maintaining ownership through resolution
Collaborate closely with Engineering, SRE, Product, and Client Success teams to coordinate resolution efforts and validate fixes
Provide clear, proactive, and professional updates to clients throughout the issue lifecycle
Identify trends, recurring issues, and systemic risks; recommend process, tooling, or product improvements
Document root causes, resolutions, and lessons learned to strengthen internal knowledge bases and reduce repeat issues
Monitor queue health metrics and proactively escalate risks related to backlog, aging cases, or SLA breaches
Mentor and support Technical Support Representatives through technical guidance, case reviews, and best practices
Participate in onboarding, training, and continuous improvement initiatives
Qualification
Required
5–7 years of client-facing technical support experience in a SaaS, fintech, or enterprise software environment
Proven experience supporting enterprise or high-complexity client environments
Demonstrated ability to manage competing priorities while meeting or exceeding SLA requirements
Strong working knowledge of SQL and relational database concepts; ability to write and analyze moderately complex queries
Hands-on experience troubleshooting RESTful/SOAP APIs, integrations, and web services using tools such as Postman
Experience collaborating with Engineering or SRE teams on production-impacting issues
Proficiency with Jira, Salesforce, or similar case management systems
Excellent written and verbal communication skills, with the ability to translate technical details into a business-relevant context
Advanced analytical and troubleshooting skills with a methodical, data-driven approach
Strong understanding of HTTP status codes, API error patterns, and integration failure modes
Ability to assess business impact and make sound judgment calls under pressure
Highly organized with a disciplined approach to queue and time management
Proactive communicator who keeps clients and internal stakeholders aligned
Ownership mindset—drives issues to resolution and focuses on prevention
Team-oriented mentor who contributes positively to team knowledge and capability
Benefits
Competitive salary
Benefits
Opportunities for career advancement within a growing organization.
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
2026-01-16
2025-11-04
2025-10-14
Company data provided by crunchbase