About the role

ABOUT CERTINAL Certinal is an enterprise eSignature platform under Zycus, competing with DocuSign and Adobe Sign. We serve Fortune 500 customers across healthcare, automotive, financial services, and procurement sectors including Apollo Hospitals, Bumrungrad International Hospital, and Magna International. Our platform handles complex enterprise integrations with SSO, APIs, EMR/HIS systems, CRMs and ERP platforms. We maintain an 81 NPS score and are known for superior technical capabilities, flexible pricing, and exceptional customer support.
THE ROLE
As an L1 Support Specialist, you'll be the first point of contact and primary communicator for our enterprise customers. Your role is to understand customer issues, gather diagnostic information, and route tickets to the right technical resources. Since our customers use complex SSO and API integrations, most technical issues (70-80%) will require L2 Engineering support. Your value is in excellent customer communication, initial triage, and managing the ticket lifecycle - not deep technical troubleshooting. You'll be the sole L1 coverage during your shift.
WHAT YOU'LL DO

Respond to customer support tickets via email, phone, and portal within SLA (1-2 hour response)
Understand and document customer issues clearly: what happened, when, which users affected, business impact
Perform initial triage: categorize tickets by severity (Sev-1 through Sev-4) and type (access, workflow, integration, etc.)
Resolve basic issues independently: password resets, user access/permissions, simple "how to" questions, template guidance
Gather diagnostic information for L2 escalation: error messages, screenshots, affected user details, reproduction steps
Escalate technical issues (SSO, API, integration problems) to L2 Engineering with complete customer context
Act as customer liaison: communicate ticket status, provide updates, explain timelines, manage expectations
Follow up on escalated tickets to ensure engineering is working on them and SLAs are being met
Close resolved tickets with proper documentation and send customer satisfaction surveys
Search and share relevant knowledge base articles with customers
Document common issues and create simple KB articles for future reference

WHY JOIN CERTINAL?

Work with Fortune 500 enterprise customers across healthcare, automotive, and financial services
Learn about enterprise technologies (SSO, APIs, integrations) through exposure and on-the job training
Direct access to leadership and engineering teams - your feedback shapes product and support processes
Industry-leading customer satisfaction (81 NPS) - customers love working with us

L1 Customer Support Specialist

About the role

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