Technical Support Engineer

Description

The company is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity without phone, video, and in person meetings and communications from emails using the @the company's site domain. If you have any concerns or questions about communications you have received, please send them to  the company's site m  so our team members can review.

About the company

At the company, we're shaping the future of legal work. We believe legal professionals should spend less time searching for information and managing documents, and more time solving complex problems, serving clients, and delivering meaningful outcomes. That's why we're building technology that helps organizations work smarter, collaborate more effectively, and unlock the full value of their institutional knowledge.

Our team is redefining what's possible for legal technology. The company is the trusted intelligent document management platform for legal professionals and the company behind the industry's first and only legal context graph—a breakthrough that gives legal professionals and AI a richer understanding of how matters, documents, people, and knowledge connect across an organization while respecting enterprise-grade security, governance, permissions, and ethical walls.

Innovation is only part of our story. We believe our greatest strength is our people. We foster a collaborative, inclusive, and high-performing culture where curiosity is encouraged, diverse perspectives are valued, and employees are empowered to make a meaningful impact. Whether you're building products, serving customers, or supporting the business, your work helps shape the future of one of the world's most trusted legal technology platforms.

That commitment to our employees and customers has earned us recognition as one of the nation's top workplaces, including:

Four consecutive appearances on the Inc. 5000 list of America's Fastest-Growing Private Companies

Five-time Top Workplace USA winner

Five-time Salt Lake Tribune Top Workplace

Multiple Top Workplaces Culture Excellence awards recognizing innovation, employee appreciation, work-life flexibility, and compensation & benefits

If you're excited to solve meaningful challenges, work alongside talented colleagues, and help define the next generation of legal technology, we'd love to meet you.

About the opportunity:

The company is seeking a Technical Support Engineer to provide support interfacing primarily via web/email and phone with customers to resolve technical complications within the company platform. The Technical Support Engineer will report to the Customer Support Manager. The ideal candidate will have experience and understand troubleshooting technical questions from B2B clients.

What your contributions will be:

Become technically proficient in the company suite of products

Answer incoming phone calls and own incoming Support Cases through our Support Portal

Troubleshoot technical problems and resolve issues for customers using the company platform

Manage and respond to your backlog of Support Cases in a timely fashion

Own your Support Cases from creation through resolution

Participate in the Software Development lifecycle through diagnosis and reporting of new and known issues

Participate in KCS by creating and editing Knowledge Base articles

Quickly ramp up on new releases, enhancements, and product functionality to ensure successful support for customers

Assist in after hours on-call Support rotation (optional and paid)

Other duties as assigned

What you will bring to the team:

Technical Capacity – you know your way around an Operating System and are actively interested in the technology that makes the world run

Customer Focus – you are empathetic and able to understand the pain points your customer is facing

Problem Solving – you can see the difference between the desired result and the observed result and can think tactically about how to get there

Communication Proficiency – you are an active listener and know how to help customers and peers understand any issue whether in writing or on the phone

Task Management – you own your day and can prioritize it accordingly while balancing the needs of your incoming work

What you will need for success:

Associates or bachelor’s degree in computer science or IT related field or equivalent experience

2+ years’ relevant experience in a technical specific role

Experience using and/or troubleshooting issues with:

Windows 7-11

OSX Sierra-Golden Gate

Office 2010-365

iOS/Android

Command Line/Terminal

Windows Registry

Active Directory

Ideally you will have:

Experience with the following Systems:

MS SQL

Couchbase

Citrix

REST API

SAML Authentication

Experience with the following Tools:

Fiddler or Wireshark

Splunk or Datadog

Windows Administrative Tools (Event Viewer, Task Manager, Process Monitor)

Browser-based Dev tools

Claude or similar AI tools

What you will receive:

90% healthcare premiums company covered

HSA company contribution

401K match at 4% with immediate vesting

Flexible PTO (typically 3 to 4 weeks a year)

10 paid holidays

Monthly contributions for wellness

Access to LinkedIn Learning with monthly dedicated time to explore

Conditions

The compensation range for this position is: $55,000 - $65,000

The posted cash compensation for this position includes on target earnings. Some roles may qualify for overtime pay. Individual compensation packages are determined based on various factors specific to each candidate, such as career level, skills, experience, geographic location, qualifications, and other job-related considerations

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