Product Support Engineer

About the role

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.

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.

Responsibilities

• Advanced Support & Escalation: 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.
• Cross-Functional Collaboration: 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).
• Quality, Stability & Readiness: 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.

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