Senior Technical Support Analyst (DISCO Desk)
Core
Provides technical support and troubleshooting for the DISCO legal discovery platform, guiding end-users (law firms, legal departments) through the ediscovery process and escalating platform issues to engineering.
Role type
Senior Technical Support Analyst (SaaS Platform)
Builds
DISCO cloud-native legal discovery platform
Domain
Legal Technology / Ediscovery
Deliverable
client delivery
Required skills
Technical support, troubleshooting SaaS products, client communication, ticketing systems, data file troubleshooting, network diagnostics, report creation
Preferred skills
Salesforce, Jira, Asana, Talkdesk, technical documentation, litigation support
Technologies
DISCO, Quicksite, Kibana, Excel
Responsibilities
Provide phone, chat, and email support for data file, browser, and network issues; analyze client needs and determine appropriate courses of action; de-escalate challenging client interactions; collaborate with engineering to resolve technical problems; create custom reports using internal tools; assist junior team members.
Seniority
Senior, hands-on IC