Product Support Engineer
About the role
Cooley is seeking a Product Support Engineer to join the Product team, which is part of the larger Innovation group at the firm.
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)
- 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
Qualifications
- After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
- Able to work extended and/or weekend hours, as required
- Able 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)
Skills
- After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
- Able to work extended and/or weekend hours, as required
- Able 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)
Benefits
Cooley offers a competitive compensation and excellent benefits package and is committed to fair and equitable employment practices. EOE.
The expected annual pay range for this position with a full-time schedule is $120,000 - $175,000. Please note that final offer amount will be dependent on geographic location, applicable experience and skillset of the candidate.
Senior level candidates may be considered for this position and would be eligible for a higher salary range based on experience.
We offer a 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.
In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short term medical benefits as well as 21 days of Paid Time Off (“PTO”) and 10 paid holidays each year.
We provide generous parental leave and fertility benefits.
New employees will attend a detailed benefit orientation to learn more about our many benefits and resources.