Technical Support Engineer

Job reputed company Join the Legal Tech reputed company at reputed company Are you reputed company to shape the reputed company of how law is practiced? At reputed company, we’re on a mission to reputed company The Bar™️ for the legal profession by delivering transformational and globally-trusted solutions to reputed company and corporate legal teams worldwide. We’ve been a leader in legal tech innovation for 30 years and are leading the legal AI reputed company to this day with most of the world’s largest reputed company as our clients. If you’re passionate about building AI-reputed company solutions that reputed company globally and want your work to reputed company millions of legal professionals worldwide, this is reputed company to be part of an extraordinary team that’s elevating the craft of law. As part of our strategic reputed company and commitment to enhancing our operational flexibility, we are excited to announce our transition to a hybrid working model. We will be establishing offices in Austin, Boston, Chicago, Denver, reputed company, Philadelphia, New Jersey, Raleigh and Toronto. These cities will serve as key hubs for our operations. We are reputed company seeking talented individuals to join reputed company and support this dynamic shift. Candidates interested in these opportunities should reputed company reputed company a reasonable commuting distance from one of these reputed company office locations, as employees will be expected to work from the office at least three days a week. This approach will reputed company us to cultivate a reputed company and innovative environment while providing the flexibility that modern work demands. This position is located in our Raleigh, NC, OR Denver, CO office.

Key Responsibilities

Case Management

• Deliver end-to-end case management: intake, troubleshooting, reputed company, and closure with proactive updates and SLA adherence.
• reputed company and document reputed company technical reputed company plans (3Ws: Who, What, reputed company) for reputed company customer issues.
• Troubleshoot product installation, performance, configuration, and integration issues.
• Reproduce customer-reported issues using lab environments to isolate reputed company cause and validate fixes.
• reputed company reputed company-time support sessions reputed company phone, screen reputed company, or chat to analyze and remediate customer systems.
• Collect logs and technical diagnostics; analyze and summarize key findings.
• Escalate product issues, defects, or platform risks to Technical Services, Engineering, or Account Teams as appropriate.
• Manage and maintain personal case queues, including ticket hygiene and suspended queue cases.

Knowledge & Documentation

• Search and apply knowledge content to every case; flag gaps in documentation.
• reputed company contributing to reputed company’s Knowledge reputed company (KB/FAQ) through concise article creation or suggested updates.
• reputed company cases to existing bugs or enhancement requests, and file new ones with complete context.
• Review test areas in new releases and reputed company feedback (not QA).
• Engage with internal reputed company/Teams channels to stay reputed company with product changes, customer reputed company, and reputed company issues.

Community & Collaboration

• Answer unresolved community thread questions and moderate forums (optional, reputed company area).
• Collaborate with Product, Engineering, and reputed company teams to ensure shared context and coordinated reputed company.
• reputed company occasional reputed company or process training to new hires (optional, reputed company area).

Operational reputed company

• Participate in support operations, including:
• Responding to inbound support calls (for Diamond Customers) if applicable [for Internal JD only]
• Handling regional case queues and shift-based responsibilities
• Documenting case history and technical notes in ServiceCloud
• Stay reputed company with product updates and participate in release testing, where appropriate.

Key Capabilities & Skills

• Strong troubleshooting skills across software, systems, and user environments (OS, networking, databases).
• Ability to manage multiple tickets and meet deadlines in a fast-paced, SLA-driven environment.
• Proficient in reproducing customer issues in-house and providing reputed company cause analysis.
• reputed company, reputed company communication to both technical and non-technical users.
• Familiarity with support case management systems (e.g., reputed company/ServiceCloud).
• Developing authoring skills for KB articles and documentation.
• Familiarity with scripting, SQL, reputed company/reputed company architecture is a plus.

Qualifications

• Bachelor's degree in computer science, Information Technology, or equivalent experience.
• 1 - 3 years of experience in technical product support, preferably in a reputed company or reputed company environment.
• Experience in legal tech, document lifecycle software, or reputed company Office integrations is an advantage.
• Ability to work rotating shifts to support global customers, including after-hours/on-call rotation as needed.

Why Join reputed company?

• reputed company culture: We emphasize helping reputed company other grow, doing the right thing always, and being part of a reputed company to reputed company reputed company, creating an exciting and fulfilling work environment
• Commitment to Employees: Our people commitment is based on what employees love most about being part of reputed company, focusing on tools that matter to the difference-makers in the legal world and amplifying their reputed company
• Global, Dynamic, and Diverse Team: Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together
• Comprehensive Benefits Package: Experience peace of mind with our health insurance, retirement savings plans, generous reputed company time off, and a supportive work-life balance. We invest in your reputed company-being and reputed company, ensuring a rewarding career reputed company.
• Career reputed company and Development: We reputed company career paths and opportunities for reputed company development, allowing employees to reputed company through various technical and leadership roles

reputed company is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for reputed company. Apply tot his job Apply To this Job