Support Analyst (Legaltech)

TL;DR

Support Analyst (Legaltech): Providing technical and functional support for a cloud-native SaaS platform for law firms with an accent on software troubleshooting and business process optimization. Focus on resolving complex service requests, isolating root causes in relational databases, and ensuring high customer satisfaction.

Location: Must be based in the Philippines. US time zone coverage and potential for US weekend/after-hours shifts required.

Company

hirify.global provides a cloud-native SaaS platform that unifies financial, invoice, time, and data management for the world's largest law firms.

What you will do

• Resolve simple to complex business process and software issues for external customers.
• Identify root causes and implement restorative actions using test systems and remote access tools.
• Manage customer expectations and prioritize service requests to build trust and loyalty.
• Collaborate with internal teams and escalate complex issues to senior analysts.
• Maintain expertise in the Legal Enterprise Solutions product set and its operating platforms.

Requirements

• Bachelor's degree in Law, Finance, Information Systems, or equivalent experience.
• 2–3 years of experience in technical, financial, or customer support within a software environment.
• Technical knowledge of MS-Windows and relational database concepts (preferably MS-SQL).
• Proficiency in English at a C1 level or higher.
• Must be legally authorized to work in the Philippines; no sponsorship provided.

Nice to have

• Advanced experience with MS Office 2016, 2019, and 365 (Excel, Outlook, Word).
• Knowledge of VSTO/COM-Add-ins and XML error codes/logs.
• Ability to travel up to 10% as business needs require.

Culture & Benefits

• Competitive compensation package with health and retirement savings plans.
• Flexible remote work model allowing workspace choice within the home country.
• Connectivity and Rice allowances.
• Generous global parental leave and wellness initiatives.
• Access to Calm premium subscription and employee discount programs.