Senior Technical Support Engineer
DittoSalary not specified
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
eDiscovery, SaaS, Legal TechnologyIndustries
Requirements
- Technical expertise in eDiscovery and SaaS space
- Analytical mindset and strategic approach to problem-solving
- Customer-centric approach
- Hands-on troubleshooting skills
- Strong cross-functional collaboration skills
- Experience with support ticketing platforms such as Zendesk, Salesforce, and Jira/Podio
- Understanding of public sector requirements, constraints, and expectations, particularly for regulated industries involving compliance, security, and service continuity
- Ability to pass post-offer criminal background check and agency suitability clearance
Responsibilities
- Achieve product certification by completing comprehensive Everlaw training modules
- Deliver exceptional customer support by starting on the support queue
- Collaborate effectively with team members using open communication to resolve complex client issues and enhance customer experience
- Actively participate in performance and development meetings with manager to establish development goals and strategies
- Develop expertise in specific product areas and continuously expand overall platform knowledge
- Build strong relationships with Product and Engineering teams to contribute to product enhancements and internal process improvements
- Act as the primary escalation point for complex technical issues requiring deeper troubleshooting beyond frontline support
- Own escalated customer tickets from start to resolution, ensuring prompt communication and a seamless support experience
- Work closely with engineering, product, and QA teams to escalate, diagnose, and resolve technical challenges efficiently
- Conduct root cause analysis (RCA) to prevent recurring issues and recommend process improvements
- Provide hands-on technical guidance for customers navigating advanced product features, integrations, and system configurations
- Investigate and resolve tickets using support ticketing platforms such as Zendesk, Salesforce, and Jira/Podio
- Act as a trusted technical advisor for key accounts, ensuring escalated issues do not hinder adoption or retention
- Work closely with Customer Success Managers (CSMs) to proactively mitigate risks for high-touch accounts
- Engage with public sector clients to provide tailored technical guidance
- Identify opportunities for proactive customer engagement to reduce future escalations and enhance satisfaction
- Partner with Support leadership and Product teams to provide insights on customer pain points and advocate for feature enhancements
- Contribute to the refinement of support processes, automation, and self-service documentation to enhance operational efficiency
- Monitor and analyze customer support KPIs (e.g., resolution time, escalation trends, CSAT) to drive continuous improvement
- Collaborate with Product and User Education teams to develop knowledge base articles, training materials, and internal documentation
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
Is this a remote position or does it require office work?
This information is not specified in the job description.
What salary or compensation can I expect for the Technical Escalations Manager role?
This information is not specified in the job description.
What key skills are required for this Technical Escalations Manager position?
The role requires technical expertise for hands-on troubleshooting, strong cross-functional collaboration skills, analytical mindset for root cause analysis, and proficiency with support platforms like Zendesk, Salesforce, and Jira/Podio.
What is the company culture like at Everlaw for this role?
Everlaw emphasizes a supportive onboarding process to integrate you into the team early, open communication for collaboration, trust in your experience while allowing learning on the job, and opportunities to learn, grow, and contribute right away.
What makes a strong candidate for the Technical Escalations Manager role?
Strong candidates will have experience in eDiscovery and SaaS, technical expertise for troubleshooting complex issues, a customer-centric approach, and the ability to collaborate across support, product, and engineering teams.
Everlaw
Provides ediscovery software for legal teams
About Everlaw
Everlaw provides advanced ediscovery software designed for law firms, corporations, and government agencies. Ediscovery involves the process of locating and securing electronic data to be used as evidence in legal cases. Everlaw's platform simplifies this process, allowing legal teams to focus on their core tasks. The software is cloud-native and utilizes analytics and machine learning to quickly identify relevant information, making it user-friendly for legal professionals of all tech levels. In addition to ediscovery, Everlaw offers tools for deposition and trial preparation, as well as solutions for responding to cyber breaches and other legal actions. This comprehensive approach enhances the efficiency and productivity of legal teams. Everlaw generates revenue by selling its software and services to a diverse range of clients.
Oakland, CaliforniaHeadquarters
2010Year Founded
$290.5MTotal Funding
SERIES_DCompany Stage
Enterprise Software, LegalIndustries
201-500Employees
Benefits
Competitive salary
Substantial equity
Retirement plan with company matching
Health, dental, and vision
Flexible Spending Accounts for health and dependent care expenses
Paid parental leave and sick leave
Seventeen paid vacation days plus 11 federal holidays
Membership to Modern Health to help employees prioritize mental health and wellness
Annual allocation for Learning & Development opportunities and applicable professional membership dues
Company-sponsored life and disability insurance
Risks
GenAI adoption may face challenges due to AI accuracy concerns.
Expansion of Everlaw for Good could strain company resources.
Reliance on cloud solutions exposes Everlaw to data breach risks.
Differentiation
Everlaw integrates AI-based clustering for deeper insights in ediscovery.
The platform offers centralized legal holds, reducing manual data management risks.
Everlaw for Good provides free access to legal tech for non-profits.
Upsides
GenAI-powered assistants reduce time and costs in the discovery process.
Partnership with BDO USA enhances global litigation support services.
Everlaw ranked #1 in customer satisfaction in ediscovery.
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