Senior Support Analyst
Posted on: May 15, 2022
Thanks for visiting our Career Page. Please review our open
positions and apply to the positions that match your
qualifications. 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
- 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
- 3+ years experience in Advanced Customer Support with SaaS
- 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
- Investigative curiosity and root cause analysis skills.
- Specific experience in the legal world is a plus, but not
- 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. About SimpleLegal
SimpleLegal is a legal tech enterprise SaaS startup run by
experienced founders, based in Mountain View, CA. We've created a
software platform to run in-house legal operations. As a
well-funded startup with a diversified customer base and meaningful
revenue, we are bringing corporate legal teams into the modern age.
Sales has Salesforce, Marketing has HubSpot, Legal has SimpleLegal.
In May of 2019, SimpleLegal joined the Onit family as of an
expansion to offer solutions to the leading companies around the
world. SimpleLegal recently combined with Onit to disrupt the legal
operations landscape, with offices in Mountain View, Houston, and
Austin. We're here to build a world-class product that our
customers love, that 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. We offer
competitive compensation and benefits in a fun working environment.
Dental, medical, catered lunches, game nights to get to know your
coworkers, and more. We've received your resume. Click here to
update it. Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf
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reporting regulations, we are requesting (but NOT requiring) that
you enter this personal data. This information will not be used in
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Keywords: SimpleLegal, Austin , Senior Support Analyst, Professions , Austin, Texas
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