Senior Technical Support Engineer (Legal Tech)

TL;DR

Senior Technical Support Engineer (Legal Tech): Handle end-to-end case management, troubleshooting, and resolution for SaaS legal tech products with an accent on complex installations, performance optimization, configurations, and integrations. Focus on reproducing issues in lab environments, root cause analysis, proactive escalations, and cross-functional collaboration with engineering and product teams.

USA - North Carolina, Raleigh. Requires on-site presence at least three days per week and residing within reasonable commuting distance.

Company

Leader in legal tech innovation for 30 years, delivering transformational AI-forward solutions to the world's largest law firms and corporate legal teams.

What you will do

• Deliver end-to-end case management: intake, troubleshooting, resolution, and closure with proactive updates and SLA adherence for high-value customers.
• Troubleshoot product installation, performance, configuration, and integration issues; reproduce problems in lab environments and perform real-time support sessions.
• Collect and analyze logs, develop technical action plans, escalate defects, and manage personal case queues.
• Contribute to knowledge base, link cases to bugs, review new releases, and collaborate with Product, Engineering, and Customer Success teams.
• Participate in support operations, including inbound calls, regional queues, shift responsibilities, and release testing.

Requirements

• Bachelor's degree in computer science, IT, or equivalent experience.
• 3-5 years in technical product support, preferably SaaS or enterprise environment.
• Strong troubleshooting across software, systems, OS, networking, databases; ability to manage multiple tickets in SLA-driven environment.
• Clear communication, familiarity with support systems like Salesforce/ServiceCloud; ability to work rotating shifts and on-call for global customers.
• Proficiency in reproducing issues and root cause analysis.

Nice to have

• Experience in legal tech, document lifecycle software, or Microsoft Office integrations.
• Familiarity with scripting, SQL, cloud/SaaS architecture.
• Authoring skills for KB articles; community moderation or training experience.

Culture & Benefits

• Collaborative culture focused on growth, doing the right thing, and amplifying impact in legal tech.
• Global, dynamic, diverse team with opportunities for professional development and career progression.
• Comprehensive benefits: health insurance, retirement savings, generous paid time off, work-life balance support.