Product Support Engineer

Product Support EngineerCooley is seeking a Product Support Engineer to join the Product team, which is part of the larger Innovation group at the firm.About Cooley: Cooley is a global law firm with an expansive practice and more than 3,000 employees and partners worldwide. We value and celebrate diverse perspectives and strive to create a workplace where every individual can thrive. At the core of Cooley's success is the exceptional talent and unwavering spirit of our people. We embrace individuality while fostering a 'one-firm' culture where collaboration and creativity thrive. Our people are the foundation of our success and the driving force behind everything we do. Hybrid Schedule: As part of the Cooley culture, we recognize and appreciate the value of being together, in person, to build comradery with others in the office and to be a contributing member of the Cooley office. However, we also appreciate the benefits and flexibility that come from remote working. As such, the default assumption for employees and partners is a hybrid schedule: some in-office presence and some work from home days absent certain essential in-office roles that require five (5) days/week in-office.Position summary: As a leading technology law firm, Cooley is committed to becoming a leader in the digital practice of law. To support this mission, the Product Support Engineer plays a critical role within the support team by serving as the primary escalation point for complex and technically challenging product issues across Cooley's application portfolio. Under the direction of the Manager of Support and Training, and with guidance from the Associate Director of Product, the Product Support Engineer bridges support and engineering by triaging, analyzing, and investigating unresolved or recurring issues. This role focuses on identifying root causes, validating resolutions, and determining appropriate next steps before escalating issues to product and development teams for final resolution, helping to improve product stability, performance, and quality over time. Specific duties and responsibilities include, but are not limited to, the following:Position responsibilities:Advanced Support & EscalationServe as the Level 2+ escalation owner for issues unsolved by product support specialistsPerform structured triage, including replication, rootcause hypothesis, impact assessment, and recommended next stepResolve issues directly when feasible (configuration, small fixes, scripts, workflows)For issues requiring engineering intervention, create highquality development tickets with clear problem statements, logs, reproduction steps, and acceptance criteriaPartner with engineering to validate fixes and support release readinessCross-Functional CollaborationAct as connective tissue between support, product, engineering, and trainingCommunicate trends, recurring defects, and product gaps to product managersParticipate in agile ceremonies when requested (backlog grooming, sprint planning, bug triage)Quality, Stability & ReadinessIdentify patterns in escalations and proactively recommend improvements to documentation, training materials, support workflows, or product featuresContribute to release readiness reviews by validating bug fixes and contributing acceptance notesShare knowledge with support specialists and participate in their skill development under guidance of the product support & training managerAll other duties as assigned or requiredSkills and experience:Required:After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applicationsAbility to work extended and/or weekend hours, as requiredAbility to travel, as required4+ years directly applicable experience (e.g., application support engineer, technical support engineer, product support engineer, or quality assurance engineer) - Senior level candidates considered with 5+ years' experience with proven ability to operate at an elevated level in terms of scope of responsibility, judgement and autonomy.Experience supporting SaaS, enterprise web applications, or custom internal toolsFamiliarity with software development practices, including agile/scrum, version control, and CI/CD awarenessStrong diagnostic skills across APIs, web applications, authentication, data validation, and system integrationsHands-on experience with Azure DevOps, Jira, Confluence, or comparable systemsAbility to read and understand code (e.g., basic familiarity with scripting languages, JSON, XML, SQL)Preferred:Bachelor's degreeExperience in Agile/Scrum environmentsFamiliarity with cloud platforms (Azure preferred)Experience writing or maintaining internal troubleshooting documentationBackground in QA, systems analysis, or light developmentFamiliarity with user research methods, experiment design, and A/B testingExperience collaborating closely with product teams to launch new features or productsTechnical curiosity and ability to dive into application behavior, data structures, and systemsExperience working in a legal services environment with preference to experience in AMLAW 200 law firm or in-house legal department with greater than 50 attorneysCompetencies:Excellent communication skills-able to translate technical concepts for nontechnical audiencesComfortable with technology and a willingness to learn moreHighly organized with excellent time management and project management skills and the ability to work independently to meet objectives and deadlinesExcellent communication skills with all levels of internal and external stakeholdersEager to create solutions in addition to identifying problemsTakes initiative and drives things forward independentlyDeep care for user needs and experienceComfortable exploring data to guide recommendationsWorks effectively across teams to achieve shared outcomesComfortable taking responsibility for outcomes and followthroughEntrepreneurial by natureExcellent attention to detailExceptional interpersonal and communication skills with ability to facilitate and solve problemsAbility to organize, prioritize and coordinate multiple activities often under tight timelinesAbility to drive projects to completion and achieve goalsStrong judgmentTeam-player with collaborative spiritUnwavering ability to handle and maintain confidentiality regarding firm information, projects,client dataHigh level of professionalism at all timesProactive, analytical mindsetEffective presentation skillsCooley offers a competitive compensation and excellent benefits package and is committed to fair and equitable employment practices. EOE.The expected annual pay range for this position with a full-time schedule is $120,000 - $175,000. Please note that final offer amount will be dependent on geographic location, applicable experience and skillset of the candidate. Senior level candidates may be considered for this position and would be eligible for a higher salary range based on experience.We offer a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults and other parental support benefits. In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short term medical benefits as well as 21 days of Paid Time Off ("PTO") and 10 paid holidays each year. We provide generous parental leave and fertility benefits. New employees will attend a detailed benefit orientation to learn more about our many benefits and resources.