Technical Support Engineer – Product Support Analyst

About the role

We are seeking a Technical Support Engineer to join a global leader in legal technology. You will be the first point of contact for users, delivering essential technical assistance for award‑winning software used in legal proceedings worldwide.

Key responsibilities

• Serve as primary contact for users via phone, email and internal portals.
• Troubleshoot and resolve software, login and system issues, escalating complex cases when needed.
• Log, track and manage tickets using Zendesk, Jira or ServiceNow.
• Assist with testing and validation of new software features and updates.
• Contribute to user documentation, FAQs and internal playbooks.
• Support product demonstrations and training sessions for clients and stakeholders.

Required profile

• Minimum 1 year experience in customer support, IT helpdesk or product support.
• Proficiency diagnosing software, login and system‑related problems.
• Familiarity with help‑desk tools and ticket triage processes.
• Ability to perform password resets and handle local server requests.
• Strong communication skills to explain technical concepts to non‑technical users.
• Basic understanding of SQL, APIs or scripting languages (Python/Bash) is a plus.

Required skills

• Zendesk
• Jira
• ServiceNow
• SQL
• APIs
• Python
• Bash