Malbek

Support Engineer

• Deliver exceptional customer support by resolving technical and functional issues promptly and effectively within a SaaS CLM environment.
• Support large enterprise customers by managing complex use cases, escalations, and integrations.
• Leverage AI-powered tools and automation to improve issue diagnosis, response time, and overall support efficiency.
• Maintain a high level of professionalism, empathy, and clear communication in all customer interactions.
• Proactively develop expertise in platform features, releases, and CLM best practices to better support customers.
• Collaborate with Product, Engineering, and Customer Success teams to ensure customer feedback is captured and addressed.
• Replicate and troubleshoot customer-reported issues in internal environments, documenting detailed steps, behaviors, and findings.

Technical Support Specialist

QA Engineer

• Build test plans that test end-to-end functionality spanning multiple services.
• Design and execute tests of front-end applications, middle and back-end services across a variety of architectures and cutting-edge technologies.
• Test systems at the user level, both manually and with automation including performance and security testing.
• Detect, report and track software defects and inconsistencies.
• Lead/collaborate on improving engineering team's test coverage, release velocity and production health.
• Grey box testers rather than black-box testers, able to understand software internals, troubleshoot and debug problems using log files etc information.
• Collaborate with partner teams to understand customer usage patterns and develop test plans and suites that approximate real-world environments.
• Help drive the software development process towards quality-centric methodologies, always seeking to avoid defects or find them at the earliest stage possible.
• Should possess the skills to handle pressure and challenging deadline.
• Apply agile quality engineering principals throughout the Agile product lifecycle.
• Conduct post-release/post-implementation testing.
• Provide support and documentation as needed.

Technical Support Specialist

Senior QA Engineer