Product Support Engineer
Core
Escalation owner for complex technical issues across Cooley's application portfolio, bridging support and engineering to improve product stability.
Role type
Senior Product Support Engineer (Level 2+)
Builds
High-quality development tickets, validated fixes, and release readiness documentation for SaaS and enterprise web applications.
Domain
Legal technology / Law firm operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Structured triage and root-cause analysis, API and system integration diagnostics, Azure DevOps and Jira proficiency, basic code reading (SQL, JSON, XML), SaaS and enterprise web application support experience
Preferred skills
Cloud platform familiarity (Azure), QA or systems analysis background, user research and A/B testing experience, legal services environment experience
Technologies
Azure DevOps, Jira, Confluence, iManage, Microsoft Office suite
Responsibilities
Perform structured triage including replication and impact assessment, resolve issues directly via configuration or scripts, partner with engineering to validate fixes, communicate trends and product gaps to product managers, contribute to release readiness reviews
Seniority
Senior, hands-on IC