We’re looking for the right person to be the final escalation point for supporting our Customers and their Law Firms. Technical issues that cannot be resolved by levels 1 and 2 Support staff are escalated to the Tier 3 Support Engineer. The Tier 3 Support Engineer is responsible for troubleshooting and resolving the most difficult and complicated issues and requests. This position will work closely with Engineering, Product Management, and Professional Services. The Tier 3 Support Engineer is the escalation point for technical support issues globally.
Day to Day Responsibilities
- Be the escalation point for Tier 3 issues being escalated from Support staff.
- Be responsible for reproducing, debugging and/or confirming product defects.
- Report such defects to Product Management or Engineering for immediate resolution or future consideration.
- Provide product training and mentorship to Junior Support staff.
- Act as a back–up for Support staff.
- Ensure that all actions and discussions pertaining to issues escalated from Tier 1 or 2 Support are documented.
- Ensure customer and partner inquiries are responded to within established timeframes and customer care and Technical Support service levels are achieved.
- Proactively identify changes we can make to our application to make our customers’ jobs easier.
- 3+ years experience in Advanced Customer Support with SaaS software.
- General to advanced knowledge of Python is required to understand how parts of the application should work and to help identify where bugs may be originating, ability to follow and debug code.
- Advanced database experience (SQL).
- Enthusiasm and a willingness to learn about our customers’ business requirements and expectations.
- Ability to multi-task, prioritize, and manage time effectively.
- Investigative curiosity and root cause analysis skills.
- Specific experience in the legal world is a plus, but not required
- Excellent verbal and written communication skills.
We’re here to build a world-class product that our customers love, which has the best support of any software product they use, in an environment that celebrates company and personal success. We believe that opportunity exists in the legal industry to build that company. We believe that we can build the next great enterprise platform faster and better than anyone else.