Technical Support Engineer

Product Support Analyst

We are looking for a Product Support Analyst to join a global leader in legal technology. You will serve as the first point of contact for users, providing essential technical support for award-winning software solutions used in legal proceedings worldwide.

The Role

• Act as the primary contact for users via phone, email, and internal portals.
• Troubleshoot and resolve software issues, escalating complex cases to second-line support when necessary.
• Log and manage tickets using systems such as Zendesk, Jira, or ServiceNow.
• Assist with testing and validating new software features and updates before they are released.
• Contribute to user documentation, including FAQs and internal playbooks.
• Support product demonstrations and training sessions for clients and stakeholders.

Requirements

• At least 1 year of experience in customer support, IT helpdesk, or product support.
• Proficiency in diagnosing software, login, and system-related issues.
• Familiarity with help desk tools and ticket triage.
• Ability to handle password resets and local server requests.
• Strong communication skills with the ability to explain technical concepts to non-technical users.
• A basic understanding of SQL, APIs, or scripting languages (Python/Bash) is beneficial