Technical Support Engineer (LegalTech)

TL;DR

Technical Support Engineer (SaaS): Providing technical support for a cloud-based content management and productivity platform for legal professionals with an accent on B2B troubleshooting and technical problem resolution. Focus on diagnosing complex system issues, managing support cases, and contributing to the software development lifecycle through issue reporting.

Location: Remote (US) or Hybrid (Lehi, Utah)

Salary: $55,000 - $65,000

Company

hirify.global is the world’s #1 trusted cloud-based content management and productivity platform that helps legal professionals do their best work.

What you will do

• Troubleshoot and resolve technical complications for B2B customers within the hirify.global platform.
• Manage the full lifecycle of support cases via phone, email, and the Support Portal.
• Diagnose and report new and known issues to support the Software Development lifecycle.
• Create and edit Knowledge Base articles as part of the KCS process.
• Quickly learn and support new releases, enhancements, and product functionality.
• Participate in an optional paid after-hours on-call Support rotation.

Requirements

• Must be based in the United States.
• Associate or Bachelor’s degree in Computer Science, IT, or equivalent professional experience.
• 2+ years of relevant experience in a technical support role.
• Proficiency with Windows (7-11), OSX, Office 365, iOS/Android, and Command Line/Terminal.
• Experience with Windows Registry and Active Directory.
• Strong problem-solving skills and customer-centric communication proficiency.

Nice to have

• Experience with MS SQL, Couchbase, Citrix, REST API, and SAML Authentication.
• Proficiency with Fiddler, Wireshark, Splunk, and Browser Dev tools.
• Experience using Claude or similar AI tools.

Culture & Benefits

• Comprehensive health insurance with 90% of premiums covered and HSA company contributions.
• 401K match at 4% with no vesting period.
• Flexible time off (typically 3-4 weeks per year) plus 9 paid holidays.
• Twice-yearly merit increases.
• Inclusive and diverse environment with access to mentorship from exceptional leaders.