Offer summary

Qualifications:

3+ years in a technology support role such as solution engineer or implementation engineer., Strong customer service experience and familiarity with ticketing systems like Zendesk., Proficiency in troubleshooting major browsers and understanding network standards., Experience with SQL and debugging across various operating systems..

Key responsabilities:

Provide technical support to customers and internal users, resolving software and hardware issues.

Interact with customers via phone, email, and video conferencing to troubleshoot problems.

Coordinate with external client IT for network accessibility configurations.

Draft bug tickets and collaborate with engineering to reproduce issues and suggest product enhancements.

Job description

About Prevail Legal

A well-funded startup founded in San Francisco, our workforce includes a diverse collection of individuals located across the country. Our first-of-its-kind platform combines secure video conferencing with a collection of intuitive tools developed for conducting remote, in-person, and hybrid legal proceedings.

By maintaining a dynamic work environment where employees collaborate and grow, we aim to modernize and transform the processes involved in court reporting, testimony management, trial preparation, use of video evidence, and more. Join us in disrupting the legal industry and beyond while working alongside our talented team!

About the Position:

We are seeking proactive and experienced individuals who are passionate about working with customers, deep diving into technical issues, and working as a cross functional employee with Customer Success and Engineering. As a Support Engineer, you will be instrumental in providing technical support to our customers and operations team. This role involves significant collaboration in a remote environment and reports to the Quality Assurance Manager. While we welcome applicants from all regions, preference will be given to those in the Eastern Time Zone.

To succeed, you'll need:

Excellent communication skills for technical and non-technical audiences
Customer support or client-facing experience (desirable)
Strong web technology skills and troubleshooting abilities
Critical thinking, adaptability, and independence in a fast-paced remote setting

Responsibilities:

Provides technical support to customers and internal users, troubleshooting issues and resolving problems related to software, hardware, and systems
Phone, email, and video conferencing interaction with customers to help resolve hardware and software issues and bridge the gap between users and technical teams
Coordinates with external client IT to configure networks for accessibility (firewalls, SSO, APIs, etc.)
Handles all internal requests from Operations, Customer Success, and Sales to investigate issues that potentially require development intervention (Fullstory review/ log searching / issue reproduction)
Communicate issue resolutions clearly and proactively to both technical and non-technical users
Draft bug tickets and work with engineering to reproduce
Work with Product to suggest enhancements based on customer feedback loop
Work with Technical Writers to create and maintain documentation, FAQs, and troubleshooting guides for customers and internal users
Help to implement a customer-facing ticketing system
Help to define and document customer SLAs

Required Qualifications:

3+ years in technology support role: solution engineer, implementation engineer, or similar
Customer service experience
Extensive experience using ticketing systems (ie: Zendesk or similar) to classify issues and communicate with customers
Proficiency with Browser Developer Tools, including discerning noise from errors in the console, and understanding network traffic (headers, https response codes, etc.)
Experience troubleshooting all major browsers (Chrome, Safari, Firefox and Edge)
Mobile issue debugging
Understanding of network standards (DHCP vs Static, Tracerouting, etc.)
Understanding of Relational Databases and some experience using SQL (or an ORM)
Computer hardware debugging in all relevant OS’ (Windows, Mac, iOS, Android and Linux)
Experience supporting public APIs and able to test with REST/Curl (i.e. Postman)

_{Preferred Qualifications:}

Familiarity with Ruby on Rails or similar MVC web platform
Comfortable querying for data in ActiveRecord (RoR’s ORM)
Computer Hardware/Software Certification (ie. Network+, A+, CCNA, etc.)
Experience implementing a support ticketing system from scratch (ie. Zendesk, Zoho, Hubspot, etc.)
Familiarity with a scripting language (Ruby preferred, Javascript, Bash, etc)
Legal experience

Benefits:

Comprehensive Benefits plan including medical, dental, vision, 401(k) plans
PTO and company holidays
Generous Continued Education Allowance
Employee Stock Option Plan
Remote First Environment
Open, diverse, and respectful work culture

Compensation: The pay range for this salary position is up to $75,000 - $110,000 however, The final base salary will be determined based on several factors, including geographical location, level of experience, relevant skills, and knowledge.

Prevail Legal reserves the right to change this job description to meet the organization's business needs.

We are hiring for US Citizens and do not provide H1B Visa support.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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