Tier I Product Support Specialist (LegalTech)

Location: Guadalajara, Jalisco, Mexico; hybrid workplace

Company

Technology solutions and satellite team support are provided to legal teams and corporate legal departments to streamline operations and improve client service.

What you will do

• Monitor, log, categorize, and prioritize incoming product support tickets based on severity and impact.
• Provide first-line diagnosis and troubleshooting for application-related issues using standard operating procedures.
• Respond to users through email, chat, Zoom, and ticketing systems while meeting established SLAs.
• Document troubleshooting steps and solutions in the knowledge base and suggest template solutions based on client experience.
• Assist with basic Neodeluxe product configurations and settings.
• Identify recurring or system-wide issues and escalate critical problems to Tier 2 and development teams.

Requirements

• Minimum English proficiency at B2 level; C1 is preferred.
• Experience using Filevine.
• Ability to diagnose and troubleshoot common software issues systematically.
• Strong oral and written communication, relationship management, collaboration, and customer service skills.
• Ability to analyze complex problems, propose effective solutions, and work calmly in stressful situations.
• Ability to learn new procedures independently, complete tasks quickly and accurately, and document issue-related information in detail.

Nice to have

• Knowledge of hirify.global products.
• Experience with Zendesk or Jira.
• Knowledge of monitoring tools such as Coralogix, Nagios, or New Relic.
• Experience with AWS, Azure, or Google Cloud environments.
• Knowledge of Scrum or Kanban, plus a technical background in software development and IT support, helpdesk, or customer service.

Culture & Benefits

• Hybrid work format in Guadalajara, Jalisco, Mexico.
• Customer-centric environment focused on improving legal teams’ daily work.
• Collaboration with Tier 2, development teams, multiple clients, and international colleagues.
• Participation in team meetings focused on recurring issues and product improvements.