Deliver end-to-end case management: intake, troubleshooting, resolution, and closure with proactive updates and SLA adherence
Manage and maintain personal case queues, including ticket hygiene and suspended queue cases
Conduct thorough troubleshooting to identify the root cause of complex issues and determine the most effective course of action
Perform real-time support sessions via phone, screen share, or chat to analyze and remediate customer systems
Collaborate with the Development/Product team to communicate customer feedback and technical challenges, helping to inform future product enhancements and bug fixes
Create detailed bug reports and task tickets in JIRA with clear documentation, including reproduction steps, environment details, logs, screenshots, and customer impact information
Provide guidance and knowledge-sharing with other engineers to enhance their technical skills and reduce future escalations
Develop and maintain technical knowledge base articles, FAQs, and support documentation to assist customers and support staff
Participate in product development meetings, providing customer feedback and insights that can help shape product improvements and new features
Stay updated on product changes, new features, and technological advancements related to the company's offerings
Assist in the development and implementation of improved support policies and procedures as needed

Bachelor's or Master's degree in a scientific or analytical discipline
Proven experience in software implementation, technical support, or consultancy roles (legal tech, CRM, or data integration preferred)
Experience in a large global organization
Experience working with ticketing systems and support management tools
Familiarity with ITIL or other incident management frameworks
Experience in legal tech, document lifecycle software, or Microsoft Office integrations is an advantage
Microsoft Word Mastery: Expert in advanced features such as styles, macros, and template creation
Legal Document Expertise: Strong understanding of common legal formats and terminology
Document Management Systems (DMS): Skilled in platforms like iManage and NetDocuments for efficient document handling
Automation & Scripting: Ability to streamline processes using VBA or similar tools
Metadata Management: Proficient in managing document properties and naming conventions for consistency
Data Integration: Knowledge of connecting CRM systems and SQL databases to enhance workflow efficiency
SQL and log file analysis is desirable

Technical Support Engineer

Key skills