Product Support Analyst

Job Summary

A company is looking for a Product Support Analyst to provide technical support for legal technology products.

Key Responsibilities

• Act as the first point of contact for users, providing technical support via phone, email, and internal support portals
• Troubleshoot and resolve software-related issues, escalating complex cases to second-line support as needed
• Assist in testing and validating new software features, patches, and updates before release

Required Qualifications

• 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
• Familiarity with help desk tools and ticketing systems (e.g., Zendesk, Jira, ServiceNow)
• Basic understanding of SQL, APIs, or scripting languages (e.g., Python, Bash) is a plus
• Demonstrated interest in legal technology and workflow-driven software solutions