Technical Support Engineer

12 minutos atrás

Belo Horizonte, Brasil Ust España & Latam Tempo inteiro

We are still looking for talent... and we would love for you to join our teamFor over 25 years, UST has worked alongside the world's best companies to make a real impact through business transformation. Driven by technology, inspired by people, and guided by our purpose, UST supports clients from design to implementation. Together, with more than 30,000 employees in 30 countries, we build to create limitless impact, reaching billions of lives in the process.We are looking for an experiencedL2 Support Analystto provide functional production support for enterpriseContract Management Software (CMS/CLM)platforms. This role focuses on incident resolution, configuration support, and close collaboration with business users and technical teams to ensure system stability and efficient contract operations.Key ResponsibilitiesProvideLevel 2 production supportfor Contract Management Software platforms, including incident, problem, and service request management.Analyze and resolve issues related to:Contract templates, clause libraries, and fallback logicWorkflows, approvals, and business rule configurationsMetadata, attributes, and contract type setupsPerformroot cause analysisfor recurring functional and configuration-related issues.Support minor enhancements and functional configuration changes (non-code).Troubleshoot integration-related issues and coordinate withLevel 3 technical teamswhen required.Manage user access, role assignments, and permission-related issues.Execute approved data corrections, metadata updates, and configuration fixes.SupportUAT and regression testingfor fixes and minor platform updates.Maintain support documentation, knowledge articles, and operational runbooks.Collaborate closely withL1 support teams, business stakeholders, and L3 technical teamsto ensure timely issue resolution.Required Skills & Experience3+ years of experience providing production support forContract Management Software (CLM/CMS)platforms (e.g., Icertis, Coupa CLM, Docu Sign CLM, SAP CLM, or similar).Strong hands-on experience with functional configurations, including:Contract templates and clause librariesWorkflows, rules, and approvalsEnglish (B2- Fluent)Metadata, attributes, and contract typesSolid understanding ofcontract lifecycle management processes.Experience working withITSM tools(e.g., Service Now).Strong analytical, communication, and stakeholder management skills.Nice to HaveExperience supporting enterprise Saa S applications in complex or regulated environments.Exposure to system integrations with ERP, CRM, or document management platforms.Familiarity with ITIL-based support models or Agile delivery environments.

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