Senior Technical Support Engineer (Legal Tech)

TL;DR

Senior Technical Support Engineer: Handling complex technical cases and serving as a trusted advisor to high-value customers with an accent on troubleshooting product installation, performance, configuration, and integration issues. Focus on reproducing customer-reported issues in lab environments, root cause analysis, and clear communication to both technical and non-technical users.

Location: Must reside within a reasonable commuting distance to the Raleigh, NC, USA office, as this role requires on-site presence at least three days per week.

Company

hirify.global is a legal tech company delivering transformational and globally-trusted solutions to law firms and corporate legal teams worldwide.

What you will do

• Deliver end-to-end case management including troubleshooting, resolution, and closure.
• Troubleshoot product installation, performance, configuration, and integration issues.
• Reproduce customer-reported issues to isolate root cause and validate fixes.
• Collect logs and technical diagnostics and analyze key findings.
• Collaborate with Product, Engineering, and Customer Success teams.
• Contribute to hirify.global’s Knowledge Base (KB/FAQ) through article creation or updates.

Requirements

• Bachelor's degree in computer science, Information Technology, or equivalent experience.
• 3-5 years of experience in technical product support, preferably in a SaaS or enterprise environment.
• 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.
• Familiarity with support case management systems (e.g., Salesforce/ServiceCloud).
• Ability to work rotating shifts to support global customers, including after-hours/on-call rotation as needed.

Nice to have

• Experience in legal tech, document lifecycle software, or Microsoft Office integrations is an advantage.
• Familiarity with scripting, SQL, cloud/SaaS architecture is a plus.

Culture & Benefits

• Hybrid working model with key operational hubs in multiple cities.
• Collaborative and innovative work environment.
• Flexibility that supports both productivity and work-life balance.
• Equal opportunity employer committed to diversity and inclusion.