Product Support Engineer
Cooley AI · Boston, MA · 1 mo ago
Information Technology$120k–$175k/yrFull-time
We need to output HTML fragment with headings for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title. No Job ID. Remove boilerplate like EEO, etc. Must preserve all substantive info.
We need to parse the posting.
Content:
- Intro: Cooley AI is seeking a Product Support Engineer to join the Innovation team. About Cooley AI: ... (description). This is about the company. Could be "About the role"? Actually "About Cooley AI" is about the company, not role. The instruction: use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to map content accordingly.
We have:
- Position summary: description of role. Could be under "About the role". We'll put that in
for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title. No Job ID. Remove boilerplate like EEO, etc. Must preserve all substantive info.
We need to parse the posting.
Content:
- Intro: Cooley AI is seeking a Product Support Engineer to join the Innovation team. About Cooley AI: ... (description). This is about the company. Could be "About the role"? Actually "About Cooley AI" is about the company, not role. The instruction: use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to map content accordingly.
We have:
- Position summary: description of role. Could be under "About the role". We'll put that in About the role
with paragraphs.
- Specific duties and responsibilities include... list under "Position Responsibilities" with subheadings: Advanced Support & Escalation, Cross-Functional Collaboration, Quality, Stability & Readiness. Those are responsibilities. So we can put under Responsibilities
a - items, possibly with sub-items? The instruction: Use
- for any list of duties/requirements/benefits. So we can list each duty as
- . Could embed sub-bullets? Probably just flat list.
- Required Skills and experience: list of required skills. That's "Required Skills and experience". Could go under
Requirements
or Skills
. The headings list includes Requirements, Qualifications, Skills. We need to decide where to put what. Typically Requirements = required experience/skills. Qualifications = education/preferred. Skills = specific abilities. But we can combine.
We have:
Required Skills and experience:
- After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
- Ability to work extended and/or weekend hours, as required
- Ability to travel, as required
- 4+ years directly applicable experience (e.g., application support engineer, technical support engineer, product support engineer, or quality assurance engineer) - Senior level candidates considered with 5+ years' experience with proven ability to operate at an elevated level in terms of scope of responsibility, judgement and autonomy.
- Experience supporting SaaS, enterprise web applications, or custom internal tools
- Familiarity with software development practices, including agile/scrum, version control, and CI/CD awareness
- Strong diagnostic skills across APIs, web applications, authentication, data validation, and system integrations
- Hands-on experience with Azure DevOps, Jira, Confluence, or comparable systems
- Ability to read and understand code (e.g., basic familiarity with scripting languages, JSON, XML, SQL)
- Preferred Bachelor’s degree
- Experience in Agile/Scrum environments
- Familiarity with cloud platforms (Azure preferred)
- Experience writing or maintaining internal troubleshooting documentation
- Background in QA, systems analysis, or light development
- Familiarity with user research methods, experiment design, and A/B testing
- Experience collaborating closely with product teams to launch new features or products
- Technical curiosity and ability to dive into application behavior, data structures, and systems
- Experience working in a legal services environment with preference to experience in AMLAW 200 law firm or in-house legal department with greater than 50 attorneys
Then Competencies list (many bullet-like sentences). Those could go under Skills or Qualities. We'll treat as Skills.
Then Benefits and Pay: "Cooley LLP offers a competitive compensation and excellent benefits program." Then pay range: $120,000 - $175,000. Then benefits list: medical, HSA, dental, vision, FSAs, commuter benefits, life insurance, AD&D, LTD, short term medical, 21 days PTO, 10 paid holidays, parental leave, fertility benefits, benefit orientation.
We need to include Benefits and Pay sections only if posting actually states them. Yes.
Schedule: Not mentioned explicitly; only full-time schedule implied in pay range description: "expected annual pay range for this position with a full-time schedule". So schedule is full-time. We could include Schedule section with that info. But instruction: never create Pay/Schedule/Benefits sections unless the posting actually states them. It does state full-time schedule indirectly. It says "with a full-time schedule". So we can include Schedule with that detail.
We must not include placeholder like "not specified". So we can include Schedule: Full-time.
Now we need to output only HTML fragment, no /, no markdown fences.
We'll structure:
About the role
... (position summary + about Cooley AI maybe). We need to preserve all substantive info. The about Cooley AI description is about the company; could be placed under About the role or maybe a separate section but we only have allowed headings. We'll put it under About the role.
Content: "Cooley AI is seeking a Product Support Engineer to join the Innovation team. About Cooley AI: Cooley AI is the wholly-owned subsidiary of Cooley LLP. The frontier development arm of the leading technology law firm in the world. Our mission is to bring the best-in-class practices from the technology field into the legal domain to help lead our firm and the legal industry into the AI era. All employees of Cooley AI are employees of Cooley and are seconded to Cooley AI. Position summary: As a leading technology law firm, Cooley is committed to becoming a leader in the digital practice of law. To support this mission, the Product Support Engineer plays a critical role within the support team by serving as the primary escalation point for complex and technically challenging product issues across Cooley’s application portfolio. Under the direction of the Manager of Support and Training, and with guidance from the Associate Director of Product, the Product Support Engineer bridges support and engineering by triaging, analyzing, and investigating unresolved or recurring issues. This role focuses on identifying root causes, validating resolutions, and determining appropriate next steps before escalating issues to product and development teams for final resolution, helping to improve product stability, performance, and quality over time."
We'll put that in
.
Then Responsibilities: list duties.
We need to capture all duties from "Specific duties and responsibilities include, but are not limited to, the following:" then subheadings.
We'll create
- for each duty. Could break into sub-items but we can just list each bullet.
Duties:
- Serve as the Level 2+ escalation owner for issues unsolved by product support specialists
- Perform structured triage, including replication, root‑cause hypothesis, impact assessment, and recommended next step
- Resolve issues directly when feasible (configuration, small fixes, scripts, workflows)
- For issues requiring engineering intervention, create high‑quality development tickets with clear problem statements, logs, reproduction steps, and acceptance criteria
- Partner with engineering to validate fixes and support release readiness
- Act as connective tissue between support, product, engineering, and training
- Communicate trends, recurring defects, and product gaps to product managers
- Participate in agile ceremonies when requested (backlog grooming, sprint planning, bug triage)
- Identify patterns in escalations and proactively recommend improvements to documentation, training materials, support workflows, or product features
- Contribute to release readiness reviews by validating bug fixes and contributing acceptance notes
- Share knowledge with support specialists and participate in their skill development under guidance of the product support & training manager
- All other duties as assigned or required
We'll include all.
Then Requirements: maybe we separate required experience and qualifications. But we have headings: Requirements, Qualifications, Skills. We'll allocate:
- Requirements: mandatory experience (4+ years, etc.) and maybe ability to work extended hours, travel, proficiency in MS Office, iManage, etc.
- Qualifications: preferred Bachelor's degree, experience in Agile/Scrum, familiarity with cloud platforms, etc. Could be considered qualifications.
- Skills: technical skills like diagnostic skills, hands-on experience with tools, ability to read code, etc., plus competencies.
But we need to avoid duplication. Let's parse the "Required Skills and experience:" list; it includes both required and preferred items. The list includes "Preferred Bachelor’s degree" etc. So we can separate.
We'll create:
Requirements
- Proficiency in Microsoft Office suite, iManage and other firm applications (after orientation)
- Ability to work extended and/or weekend hours, as required
- Ability to travel, as required
- 4+ years directly applicable experience (application support engineer, technical support engineer, product support engineer, or quality assurance engineer)
- Senior level candidates considered with 5+ years' experience with proven ability to operate at an elevated level in terms of scope of responsibility, judgement and autonomy
- Experience supporting SaaS, enterprise web applications, or custom internal tools
- Familiarity with software development practices, including agile/scrum, version control, and CI/CD awareness
- Strong diagnostic skills across APIs, web applications, authentication, data validation, and system integrations
- Hands-on experience with Azure DevOps, Jira, Confluence, or comparable systems
- Ability to read and understand code (e.g., basic familiarity with scripting languages, JSON, XML, SQL)
Then Qualifications:
Qualifications
- Preferred Bachelor’s degree
- Experience in Agile/Scrum environments
- Familiarity with cloud platforms (Azure preferred)
- Experience writing or maintaining internal troubleshooting documentation
- Background in QA, systems analysis, or light development
- Familiarity with user research methods, experiment design, and A/B testing
- Experience collaborating closely with product teams to launch new features or products
- Technical curiosity and ability to dive into application behavior, data structures, and systems
- Experience working in a legal services environment with preference to experience in AMLAW 200 law firm or in-house legal department with greater than 50 attorneys
Then Skills (competencies):
Skills
- Excellent communication skills—able to translate technical concepts for nontechnical audiences
- Comfortable with technology and a willingness to learn more
- Highly organized with excellent time management and project management skills and the ability to work independently to meet objectives and deadlines
- Excellent communication skills with all levels of internal and external stakeholders
- Eager to create solutions in addition to identifying problems
- Takes initiative and drives things forward independently
- Deep care for user needs and experience
- Comfortable exploring data to guide recommendations
- Works effectively across teams to achieve shared outcomes
- Comfortable taking responsibility for outcomes and follow‑through
- Entrepreneurial by nature
- Excellent attention to detail
- Exceptional interpersonal and communication skills with ability to facilitate and solve problems
- Ability to organize, prioritize and coordinate multiple activities often under tight timelines
- Ability to drive projects to completion and achieve goals
- Strong judgment
- Team-player with collaborative spirit
- Unwavering ability to handle and maintain confidentiality regarding firm information, projects, client data
- High level of professionalism at all times
- Proactive, analytical mindset
- Effective presentation skills
Now Benefits:
Benefits
- Medical, health savings account (with applicable
- for any list of duties/requirements/benefits. So we can list each duty as
- . Could embed sub-bullets? Probably just flat list.
- Required Skills and experience: list of required skills. That's "Required Skills and experience". Could go under
Requirements
orSkills
. The headings list includes Requirements, Qualifications, Skills. We need to decide where to put what. Typically Requirements = required experience/skills. Qualifications = education/preferred. Skills = specific abilities. But we can combine. We have: Required Skills and experience: - After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications - Ability to work extended and/or weekend hours, as required - Ability to travel, as required - 4+ years directly applicable experience (e.g., application support engineer, technical support engineer, product support engineer, or quality assurance engineer) - Senior level candidates considered with 5+ years' experience with proven ability to operate at an elevated level in terms of scope of responsibility, judgement and autonomy. - Experience supporting SaaS, enterprise web applications, or custom internal tools - Familiarity with software development practices, including agile/scrum, version control, and CI/CD awareness - Strong diagnostic skills across APIs, web applications, authentication, data validation, and system integrations - Hands-on experience with Azure DevOps, Jira, Confluence, or comparable systems - Ability to read and understand code (e.g., basic familiarity with scripting languages, JSON, XML, SQL) - Preferred Bachelor’s degree - Experience in Agile/Scrum environments - Familiarity with cloud platforms (Azure preferred) - Experience writing or maintaining internal troubleshooting documentation - Background in QA, systems analysis, or light development - Familiarity with user research methods, experiment design, and A/B testing - Experience collaborating closely with product teams to launch new features or products - Technical curiosity and ability to dive into application behavior, data structures, and systems - Experience working in a legal services environment with preference to experience in AMLAW 200 law firm or in-house legal department with greater than 50 attorneys Then Competencies list (many bullet-like sentences). Those could go under Skills or Qualities. We'll treat as Skills. Then Benefits and Pay: "Cooley LLP offers a competitive compensation and excellent benefits program." Then pay range: $120,000 - $175,000. Then benefits list: medical, HSA, dental, vision, FSAs, commuter benefits, life insurance, AD&D, LTD, short term medical, 21 days PTO, 10 paid holidays, parental leave, fertility benefits, benefit orientation. We need to include Benefits and Pay sections only if posting actually states them. Yes. Schedule: Not mentioned explicitly; only full-time schedule implied in pay range description: "expected annual pay range for this position with a full-time schedule". So schedule is full-time. We could include Schedule section with that info. But instruction: never create Pay/Schedule/Benefits sections unless the posting actually states them. It does state full-time schedule indirectly. It says "with a full-time schedule". So we can include Schedule with that detail. We must not include placeholder like "not specified". So we can include Schedule: Full-time. Now we need to output only HTML fragment, no /, no markdown fences. We'll structure:About the role
... (position summary + about Cooley AI maybe). We need to preserve all substantive info. The about Cooley AI description is about the company; could be placed under About the role or maybe a separate section but we only have allowed headings. We'll put it under About the role. Content: "Cooley AI is seeking a Product Support Engineer to join the Innovation team. About Cooley AI: Cooley AI is the wholly-owned subsidiary of Cooley LLP. The frontier development arm of the leading technology law firm in the world. Our mission is to bring the best-in-class practices from the technology field into the legal domain to help lead our firm and the legal industry into the AI era. All employees of Cooley AI are employees of Cooley and are seconded to Cooley AI. Position summary: As a leading technology law firm, Cooley is committed to becoming a leader in the digital practice of law. To support this mission, the Product Support Engineer plays a critical role within the support team by serving as the primary escalation point for complex and technically challenging product issues across Cooley’s application portfolio. Under the direction of the Manager of Support and Training, and with guidance from the Associate Director of Product, the Product Support Engineer bridges support and engineering by triaging, analyzing, and investigating unresolved or recurring issues. This role focuses on identifying root causes, validating resolutions, and determining appropriate next steps before escalating issues to product and development teams for final resolution, helping to improve product stability, performance, and quality over time." We'll put that in
. Then Responsibilities: list duties. We need to capture all duties from "Specific duties and responsibilities include, but are not limited to, the following:" then subheadings. We'll create
- for each duty. Could break into sub-items but we can just list each bullet.
Duties:
- Serve as the Level 2+ escalation owner for issues unsolved by product support specialists
- Perform structured triage, including replication, root‑cause hypothesis, impact assessment, and recommended next step
- Resolve issues directly when feasible (configuration, small fixes, scripts, workflows)
- For issues requiring engineering intervention, create high‑quality development tickets with clear problem statements, logs, reproduction steps, and acceptance criteria
- Partner with engineering to validate fixes and support release readiness
- Act as connective tissue between support, product, engineering, and training
- Communicate trends, recurring defects, and product gaps to product managers
- Participate in agile ceremonies when requested (backlog grooming, sprint planning, bug triage)
- Identify patterns in escalations and proactively recommend improvements to documentation, training materials, support workflows, or product features
- Contribute to release readiness reviews by validating bug fixes and contributing acceptance notes
- Share knowledge with support specialists and participate in their skill development under guidance of the product support & training manager
- All other duties as assigned or required
We'll include all.
Then Requirements: maybe we separate required experience and qualifications. But we have headings: Requirements, Qualifications, Skills. We'll allocate:
- Requirements: mandatory experience (4+ years, etc.) and maybe ability to work extended hours, travel, proficiency in MS Office, iManage, etc.
- Qualifications: preferred Bachelor's degree, experience in Agile/Scrum, familiarity with cloud platforms, etc. Could be considered qualifications.
- Skills: technical skills like diagnostic skills, hands-on experience with tools, ability to read code, etc., plus competencies.
But we need to avoid duplication. Let's parse the "Required Skills and experience:" list; it includes both required and preferred items. The list includes "Preferred Bachelor’s degree" etc. So we can separate.
We'll create:
Requirements
- Proficiency in Microsoft Office suite, iManage and other firm applications (after orientation)
- Ability to work extended and/or weekend hours, as required
- Ability to travel, as required
- 4+ years directly applicable experience (application support engineer, technical support engineer, product support engineer, or quality assurance engineer)
- Senior level candidates considered with 5+ years' experience with proven ability to operate at an elevated level in terms of scope of responsibility, judgement and autonomy
- Experience supporting SaaS, enterprise web applications, or custom internal tools
- Familiarity with software development practices, including agile/scrum, version control, and CI/CD awareness
- Strong diagnostic skills across APIs, web applications, authentication, data validation, and system integrations
- Hands-on experience with Azure DevOps, Jira, Confluence, or comparable systems
- Ability to read and understand code (e.g., basic familiarity with scripting languages, JSON, XML, SQL)
Qualifications
- Preferred Bachelor’s degree
- Experience in Agile/Scrum environments
- Familiarity with cloud platforms (Azure preferred)
- Experience writing or maintaining internal troubleshooting documentation
- Background in QA, systems analysis, or light development
- Familiarity with user research methods, experiment design, and A/B testing
- Experience collaborating closely with product teams to launch new features or products
- Technical curiosity and ability to dive into application behavior, data structures, and systems
- Experience working in a legal services environment with preference to experience in AMLAW 200 law firm or in-house legal department with greater than 50 attorneys
Skills
- Excellent communication skills—able to translate technical concepts for nontechnical audiences
- Comfortable with technology and a willingness to learn more
- Highly organized with excellent time management and project management skills and the ability to work independently to meet objectives and deadlines
- Excellent communication skills with all levels of internal and external stakeholders
- Eager to create solutions in addition to identifying problems
- Takes initiative and drives things forward independently
- Deep care for user needs and experience
- Comfortable exploring data to guide recommendations
- Works effectively across teams to achieve shared outcomes
- Comfortable taking responsibility for outcomes and follow‑through
- Entrepreneurial by nature
- Excellent attention to detail
- Exceptional interpersonal and communication skills with ability to facilitate and solve problems
- Ability to organize, prioritize and coordinate multiple activities often under tight timelines
- Ability to drive projects to completion and achieve goals
- Strong judgment
- Team-player with collaborative spirit
- Unwavering ability to handle and maintain confidentiality regarding firm information, projects, client data
- High level of professionalism at all times
- Proactive, analytical mindset
- Effective presentation skills
Benefits
- Medical, health savings account (with applicable
- for each duty. Could break into sub-items but we can just list each bullet.
Duties:
- Serve as the Level 2+ escalation owner for issues unsolved by product support specialists
- Perform structured triage, including replication, root‑cause hypothesis, impact assessment, and recommended next step
- Resolve issues directly when feasible (configuration, small fixes, scripts, workflows)
- For issues requiring engineering intervention, create high‑quality development tickets with clear problem statements, logs, reproduction steps, and acceptance criteria
- Partner with engineering to validate fixes and support release readiness
- Act as connective tissue between support, product, engineering, and training
- Communicate trends, recurring defects, and product gaps to product managers
- Participate in agile ceremonies when requested (backlog grooming, sprint planning, bug triage)
- Identify patterns in escalations and proactively recommend improvements to documentation, training materials, support workflows, or product features
- Contribute to release readiness reviews by validating bug fixes and contributing acceptance notes
- Share knowledge with support specialists and participate in their skill development under guidance of the product support & training manager
- All other duties as assigned or required
We'll include all.
Then Requirements: maybe we separate required experience and qualifications. But we have headings: Requirements, Qualifications, Skills. We'll allocate:
- Requirements: mandatory experience (4+ years, etc.) and maybe ability to work extended hours, travel, proficiency in MS Office, iManage, etc.
- Qualifications: preferred Bachelor's degree, experience in Agile/Scrum, familiarity with cloud platforms, etc. Could be considered qualifications.
- Skills: technical skills like diagnostic skills, hands-on experience with tools, ability to read code, etc., plus competencies.
But we need to avoid duplication. Let's parse the "Required Skills and experience:" list; it includes both required and preferred items. The list includes "Preferred Bachelor’s degree" etc. So we can separate.
We'll create: