Professional Services Engineer

PacerPro is a company focused on empowering better decision making in the legal field through innovative technology. They are seeking a Professional Services Engineer to join their Engineering team, responsible for delivering SaaS and on-premise solutions, maintaining customer deployments, and providing technical support.

Responsibilities:

• Gain a solid understanding of our existing customer Manifold deployments and how they interact and integrate within their legal operations ecosystem
• Build, install, maintain and support Manifold deployments for our on-premise customers
• Work with the Customer Success team to educate and train our on-premise customers in using our products
• Listen to and convey product-improvement feedback from customer interactions to the Product team
• Maintain a live and accurate documentation of scheduling, technical, and communication aspects of all customer deployments
• Handle communications related to install, update, and support for our Manifold deployments with customers
• Prepare knowledge articles with common troubleshooting tips for Manifold to help customer IT teams

Requirements:

• BS in Computer Science, Computer Engineering, Information Technology or other computer-related discipline
• Experience with on-premise installations, and ability to work within customer constraints in corporate customer environments
• Breadth and depth of experience in technical support, root-cause analysis, and troubleshooting in complex distributed systems
• Experience with installation, configuration, and management of Linux-based or Windows operating systems
• Experience with bash shell, package management systems, file systems, networking protocols, authentication and authorization frameworks
• Experience with consuming and interfacing with third-party REST APIs - experience interfacing with DMS APIs (iManage, NetDocuments, HighQ, others)
• Familiarity with containers and orchestration (Docker, Kubernetes) and databases (RDBMS/NoSQL)
• Coding skills to modify existing modules as a workaround to issues or as a professional-services enhancement
• Ability to effectively communicate and collaborate with both technical and non-technical customers and team members
• Flair for startup work style
• Experience in any scripting or application language is a plus
• Prior experience in the legal tech industry is a plus!