Technical Support Engineer (Legal Tech)

TL;DR

Technical Support Engineer (Legal Tech): Deliver end-to-end case management and high-quality support for legal software portfolio with an accent on troubleshooting installations, performance, configurations, and integrations. Focus on reproducing issues, root cause analysis, knowledge base contributions, and cross-functional collaboration with Engineering and Product teams.

Location: Hybrid in Denver, Raleigh, or Austin (on-site presence at least 3 days per week, reside within reasonable commuting distance)

Salary: $70,000–$85,000 (Colorado applicants)

Company

Leader in legal tech for 30 years, delivering transformational AI-forward solutions to global law firms and corporate legal teams.

What you will do

• Manage cases from intake to resolution, including troubleshooting, proactive updates, and SLA adherence.
• Reproduce issues in lab environments, collect logs, perform root cause analysis, and validate fixes.
• Conduct real-time support via phone, screen share, or chat for customer systems.
• Escalate defects to Engineering and link cases to bugs or enhancements.
• Contribute to knowledge base with articles and documentation updates.
• Collaborate with Product, Engineering, and Customer Success for coordinated resolutions.

Requirements

• Bachelor's in computer science, IT, or equivalent
• 1-3 years in technical product support, preferably SaaS/enterprise
• Ability to work rotating shifts for global customers, including after-hours/on-call
• Strong troubleshooting across software, OS, networking, databases.
• Proficiency in case management systems like Salesforce/ServiceCloud.
• Clear communication for technical and non-technical audiences.

Nice to have

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

Culture & Benefits

• Collaborative culture focused on growth, doing the right thing, and amplifying impact.
• Global, diverse team with dynamic environment for problem-solving.
• Comprehensive benefits: health/dental/vision insurance, 401(k) with company contribution, generous PTO, work-life balance.
• Career growth through technical and leadership paths, professional development opportunities.