As a Product Support Specialist, you'll serve as a key escalation point for both technical and product-related client queries, delivering second-line support across phone, email, and internal portals. You'll troubleshoot complex software issues, collaborate closely with engineering, QA, and DevOps teams, and contribute directly to testing and validating new product releases to ensure quality and performance.
In this client-facing role, you'll also consult on workflow improvements, assist with automation scripting to enhance support efficiency, and mentor junior team members. By documenting recurring issues and capturing detailed feedback, you'll help influence product development while promoting best practices and delivering an exceptional support experience for users of our legal technology solutions.
What you'll be doing
- Provide first and second-line technical support and product guidance via phone, email, and internal support portals to users of our legal technology solutions.
- Investigate and resolve escalated software issues, collaborating with QA, DevOps, and Engineering teams to ensure timely and effective fixes.
- Assist in developing automation tools and scripts (e.g., Python, Bash) to streamline support tasks and improve data integrity.
- Work directly with clients to understand their workflows and deliver tailored technical solutions that enhance product adoption and efficiency.
- Document and escalate bugs, feature requests, and client feedback with clear, actionable reporting to the appropriate internal teams.
- Support testing and validation of new product features, patches, and releases prior to deployment.
- Mentor and support junior team members by sharing knowledge, best practices, and technical expertise.
- Promote best practices and drive client engagement through proactive outreach, training, and solution optimization.
- Maintain accurate records of support interactions in the helpdesk or incident tracking system, ensuring thorough follow-up and resolution.
- Create and maintain user-friendly support materials including how-to guides, FAQs, and internal documentation.
- Identify recurring issues and collaborate with Product and Development teams to drive long-term improvements.
- Assist in delivering product training sessions and client demonstrations as needed.
- Ensure a high standard of professionalism and customer satisfaction in all support engagements.
Requirements
What we're looking for in you
- 2+ years of experience in product support, technical support, or a similar role, ideally within the legal tech, SaaS, or enterprise software environment.
- Strong troubleshooting skills with a proven ability to diagnose complex software issues, including escalated medium-to-high priority tickets.
- Familiarity with databases, SQL queries, and APIs; able to analyze data-related problems and assist in workflow automation.
- Basic scripting knowledge (e.g., Python, Bash) and experience supporting automation or data tools is a strong plus.
- Proficient in the use of helpdesk and ticketing systems such as Zendesk, Jira, or ServiceNow.
- Comfortable supporting users via email, phone, and video calls, including desktop-based troubleshooting and local server requests.
- Hands-on experience with service deployment tasks (e.g., Relativity) and local server troubleshooting (e.g., syncs, restarts).
- Ability to test new product features, patches, and releases in coordination with QA and development teams.
- Excellent communication and stakeholder management skills, with the ability to explain technical concepts to non-technical audiences.
- Experience working cross-functionally and managing multiple priorities in a fast-paced, client-facing environment.
- Demonstrated initiative in mentoring, documentation, and improving team-wide support processes.
- Passion for legal technology and a commitment to delivering high-quality client support.
- Preferred Certifications: AWS Cloud Practitioner, ITIL Certification (Practitioner - Incident Management).
Benefits
Working at Opus 2
Opus 2 is a global leader in the LegalTech space, creating solutions to drive digital transformation in the legal industry. We are the trusted partner of the world's leading legal teams, with 49 out of 50 of the world's largest law firms are using Opus 2.
Our achievements are underpinned by our unique culture and our people are our biggest asset. Working at Opus 2, you'll receive:
- 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