Senior Support Analyst

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 Senior Support Analyst. The Senior Support Analyst is responsible for troubleshooting and resolving the most difficult and complicated issues and requests. Senior Technical 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.
• Serve as an interface to the Development team.

Preferred experience

• 3+ years experience in Advanced Customer Support with SaaS software.
• General to advanced knowledge of Python to understand how parts of the application should work and to help identify where bugs may be originating, ability to follow and debug code is a plus.
• 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.

SimpleLegal is the leading legal operations management platform for the modern legal department. General Counsel, Chief Legal Officers, and legal operations professionals deserve a system of record, designed specifically to address the business process challenges faced by modern corporate legal departments. Sales has Salesforce. Marketing has HubSpot. Legal has SimpleLegal.

Come shape the legal department of the future. At SimpleLegal, we celebrate innovation, accountability, and diversity. We are disrupting the corporate legal technology space and believe diverse perspectives will drive continued success. Are you ready to be a part of something big? You’ll be part of a vibrant culture built on shared values: ownership mindset, connect with the person, outcomes over effort, and simplifying complexity. Along the way, you’ll have fun and enjoy the perks of a people-first company.