Product Support Engineer

About the role

Cooley AI is seeking a Product Support Engineer to join the Innovation team. Cooley AI is the wholly‑owned subsidiary of Cooley LLP, the frontier development arm of the leading technology law firm in the world. Its mission is to bring best‑in‑class technology practices into the legal domain and help lead the firm and the 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. 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. Reporting to the Manager of Support and Training and working with the Associate Director of Product, the engineer bridges support and engineering by triaging, analyzing, and investigating unresolved or recurring issues, identifying root causes, validating resolutions, and determining appropriate next steps before escalating to product and development teams.

Responsibilities

• 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).
• Create high‑quality development tickets for engineering‑required issues, including 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 providing 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.

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 of directly applicable experience (application support engineer, technical support engineer, product support engineer, or quality assurance engineer); senior‑level candidates considered with 5+ years.
• 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 (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; preference for AMLAW 200 law firm or in‑house legal department with >50 attorneys.
• Excellent communication skills—able to translate technical concepts for non‑technical audiences.
• Highly organized with strong time‑management and project‑management abilities; capable of working independently to meet objectives and deadlines.
• Initiative‑driven, solution‑focused, and able to take responsibility for outcomes and follow‑through.
• Deep care for user needs and experience; comfortable exploring data to guide recommendations.
• Collaborative team player with strong judgment and professionalism.
• Ability to maintain confidentiality regarding firm information, projects, and client data.
• Effective presentation skills.

Pay

The expected annual pay range for this full‑time position is $120,000 – $175,000. Final offer amount will depend on geographic location, applicable experience, and skill set. Senior‑level candidates may be considered for a higher salary range based on experience.

Benefits

• Full range of elective benefits including medical, health‑savings account (with applicable medical plan), dental, vision, health and/or dependent‑care flexible spending accounts, pre‑tax commuter benefits, life insurance, AD&D, long‑term care coverage, backup care for children and/or adults, and other parental support benefits.
• Firm‑paid life insurance, AD&D, long‑term disability, short‑term medical benefits.
• 21 days of Paid Time Off (PTO) and 10 paid holidays each year.
• Generous parental leave and fertility benefits.
• Detailed benefit orientation for new employees to learn about the many benefits and resources available.