Product Support Analyst

The Product Support Analyst will serve as the first point of contact for legal technology users, providing technical support via phone, email, and an internal portal. This role involves troubleshooting software issues, documenting cases, escalating complex problems, contributing to product improvements, and assisting with testing. It requires a passion for legal tech and strong problem-solving skills.

Requirements

• 1+ years of experience in customer support, IT helpdesk, or product support roles (preferably in SaaS or legal tech environments)
• Strong troubleshooting skills with the ability to diagnose and resolve software, login, and system-related issues.
• Experience managing tickets through triage, SOP-driven resolution, and incident documentation.
• Familiarity with help desk tools and ticketing systems (e.g., Zendesk, Jira, ServiceNow).

Benefits

• 401k contribution
• 21 days annual holidays and flexible working
• Loyalty share program
• Healthcare, Dental plan and Vision insurance
• Life, short-term, and long-term disability insurance
• Calm app and mindfulness sessions
• A day of leave to volunteer for charity work