Senior Software Support Specialist

About SmokeballWe're the 2026 #1 Best Place to Work in Australia. With offices in Australia, the US, and the UK, Smokeball is the leading provider of legal practice management software, helping small and mid-sized legal practices run their best firm and live their best life. We're passionate about what we do, and our clients know it! We're also certified as a Great Place to Work. Culture plays a big part in our success, and our clear purpose and vision motivate us daily. What We Need:We’re looking for a senior, client-focused problem solver to become Smokeball’s go-to expert on Archie, our AI tool! This isn’t a management role, it’s a senior individual contributor position where you’ll be the go-to person for all things Archie support. You’ll take the lead on escalations across both the Archie functionality built into our core software and our upcoming standalone Archie offering, with support remaining a shared service across both. Reporting to Jeff, our Software Support Manager, you’ll have the opportunity to work directly with Archie’s Product and Engineering leaders. We’re looking for someone who doesn’t just flag problems, but gets curious, digs into the root cause, suggests solutions, asks for the right support, and helps figure out how we can make things better. No two weeks will look exactly the same, but you could find yourself:Serving as the primary point of escalation for Archie tickets, both from Smokeball-integrated clients and stand-alone Archie usersAccurately and proactively creating, maintaining, and resolving Archie tickets through ZenDeskTesting and reproducing complex Archie issues to identify root cause, including issues that other support tiers couldn’t crackPartnering directly with Archie product and engineering leaders to report trends, provide feedback, and propose fixes—not just problemsBuilding and maintaining Archie-specific troubleshooting guides, workaround procedures, and internal knowledge base contentHelping shape support workflows and escalation criteria ahead of the stand-alone Archie launchInformally guiding other support specialists on Archie-related tickets, sharing expertise without formal management authorityMonitoring ticket trends to spot patterns worth flagging to leadership before they become bigger problemsContributing to team goals by improving response and resolution times, as well as client satisfaction ratings Who You Are:Company culture is the single most important ingredient to our success at Smokeball. Our core values hang on our walls, are listed in our handbook, and are discussed regularly. Our office thrives on positive feedback from our clients and team members alike and we really, really love small law firms. As the resident Archie expert, you’re comfortable being the person others turn to for answers, and just as comfortable bringing problems and ideas to leadership—you can articulate an issue, propose a solution, and know when to ask for help. It is expected that you will care for your colleagues and our clients from day one and that you will work hard to identify areas we can improve. We expect open communication, an open mind, and mad ping-pong skills (okay, not a requirement but definitely a plus). What You Bring:3+ years of direct experience providing software support to clients, including experience operating as an escalation point or subject-matter expertGenuine curiosity about AI tools and comfort troubleshooting AI-powered productsAbility to communicate technical information clearly to non-technical users, and to communicate confidently and credibly with leadershipProven ability to not just identify problems but to propose solutions, ask for help, and help drive fixes to executionAbility to diagnose and remotely resolve complex software and AI-related system malfunctionsAbility to think critically and quickly learn and adapt to new and evolving product functionalityExcellent written and verbal communication skillsCapable of managing multiple tasks and projects effectively across two connected but distinct product lines What's in it for you?💵 Competitive Salary💹 Work-Life Balance: 20 vacation days, 3 reboot days, birthday off, volunteer time, and more!🧘 Benefits: Excellent medical, dental, vision coverage. 401(k) match, & monthly wellness stipend👪 Parental leave🥡 Office lunch and loads of snacks🧢 And of course...the SWAG! Want to Know More?Why do we do what we do? Where did the name ‘Smokeball’ come from? What are our values? Learn more here! *Smokeball values diversity & inclusion and is proud to be an Equal Employment Opportunity employer. Smokeball considers all individuals seeking employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. If you’re excited about this role, we encourage you to apply even if your experience doesn’t check every box.