Technical Support Engineer

We are still looking for talent… and we would love for you to join our team!

For 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 experienced

L2 Support Analyst

to provide functional production support for enterprise

Contract 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 Responsibilities Provide

Level 2 production support

for Contract Management Software platforms, including incident, problem, and service request management. Analyze and resolve issues related to: Contract templates, clause libraries, and fallback logic Workflows, approvals, and business rule configurations Metadata, attributes, and contract type setups Perform

root cause analysis

for recurring functional and configuration-related issues. Support minor enhancements and functional configuration changes (non-code). Troubleshoot integration-related issues and coordinate with

Level 3 technical teams

when required. Manage user access, role assignments, and permission-related issues. Execute approved data corrections, metadata updates, and configuration fixes. Support

UAT and regression testing

for fixes and minor platform updates. Maintain support documentation, knowledge articles, and operational runbooks. Collaborate closely with

L1 support teams, business stakeholders, and L3 technical teams

to ensure timely issue resolution.

Required Skills & Experience 3+ years of experience providing production support for

Contract Management Software (CLM/CMS)

platforms (e.g., Icertis, Coupa CLM, DocuSign CLM, SAP CLM, or similar). Strong hands-on experience with functional configurations, including: Contract templates and clause libraries Workflows, rules, and approvals English (B2- Fluent) Metadata, attributes, and contract types Solid understanding of

contract lifecycle management processes

. Experience working with

ITSM tools

(e.g., ServiceNow). Strong analytical, communication, and stakeholder management skills. Nice to Have Experience supporting enterprise SaaS 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.

UST is waiting for you!