Senior Technical Support Analyst (DISCO Desk)

About the Role

The Senior DISCO Desk Analyst provides assistance to end-users throughout the legal discovery process, troubleshoots technical issues, and guides customers to use the DISCO platform optimally. They provide critical technical input to the engineering team to diagnose and address platform issues and prioritize enhancements to the product.

Responsibilities

• Displays professionalism, quality service, and a solution-seeking attitude in all interactions with external clients, internal members of DISCO, and vendors.
• Communicates clearly and consistently with customers about technical and non-technical topics.
• Analyzes client needs, understands their requirements, and determines the appropriate course of action.
• Provides phone, chat, and email support, advising clients on leveraging DISCO effectively, troubleshooting data file issues, browser/internet connection problems, network issues, log files, and web-based applications.
• Proactively monitors open tickets, contacts customers, and provides timely status updates.
• De-escalates challenging client interactions and works urgently to provide solutions.
• Escalates to leadership or other resources when necessary to ensure a positive customer experience and provide the required support and expertise.
• Works with engineering, project managers, and other groups within DISCO to resolve technical problems and address client concerns.
• Contributes to documentation, day-to-day activities, and product improvements.
• Assists junior team members in resolving technical problems and addressing client concerns.
• Creates custom reports using internal tools such as Quicksite, Kibana, and Excel.
• Serves as the first escalation point within the DISCO Desk for team members.

Requirements

• 3+ years experience in a technical support role at a technology company
• Tech-Savvy Problem Solver
• Strong communication skills
• Proficient with IT or application support ticketing systems
• Customer service champion
• Strong attention to detail and organization skills
• Ability to quickly learn new concepts and teach others

Nice to Have

• 1+ years experience with any of the following: Salesforce, Jira, Asana, Talkdesk
• 1+ years experience troubleshooting SaaS based products
• 1+ years experience creating technical documentation
• 1+ years prior litigation support or consulting experience

Qualifications

Candidates must be legally authorized to work in the United States without sponsorship now or in the future. DISCO is not currently sponsoring visas, including, but not limited to, H-1B, TN, or EAD, and we are not accepting visa transfers.

Benefits

• Open, inclusive, and fun environment
• Benefits, including medical, dental and vision insurance, as well as 401(k)
• Competitive salary plus RSUs
• Flexible PTO
• Opportunity to be a part of a company that is revolutionizing the legal industry
• Growth opportunities throughout the company

About DISCO

DISCO provides a cloud-native, artificial intelligence-powered legal solution that simplifies ediscovery, legal document review and case management for enterprises, law firms, legal services providers and governments. Our scalable, integrated solution enables legal departments to easily collect, process and review enterprise data that is relevant or potentially relevant to legal matters. At DISCO, we believe AI is a core enabler of how work gets done. All employees are expected to proactively adopt and responsibly use AI tools to drive efficiency, improve outcomes, and continuously evolve how they operate in their role.