Technical Support Engineer

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. No filler. Must not repeat job title as heading. No Job ID etc. Remove boilerplate like EEO, legal, etc. Must preserve all substantive info. We need to parse the posting. Key sections: - About the role: description of role, what they do? The first paragraph: "The Technical Support Engineer (TSE) serves as a key player within Casepoint’s US technical Support team. This customer-facing position supports Government and Commercial customers as they perform their eDiscovery tasks and provides technical support as needed. The TSE provides user support for enterprise self-service clients by troubleshooting and resolving issues with the following: ingestion, processing, productions, data loading issues, cloud collections, integrations, and legal hold. TSEs also provide technical support to troubleshoot all Casepoint platform application issues and develop root-cause analyses. Strong candidates must have the right combination of organizational, multi-task management skills, technical acumen and/or education, and electronic discovery experience to successfully manage multiple tasks serving commercial customers. This role is ideal for someone with a solid foundation in eDiscovery who is ready to take on more responsibility and contribute to the success of high-stakes legal projects." Also "Work LocationThis role is open to remote work; however, candidates should be local to the DMV area (DC, MD, VA) and available to travel to customer sites as needed." That could be part of About the role or maybe separate but we can include in About the role. - Responsibilities: "What You’ll Do:" with subpoints: Administrative/User Support, Technical, Coordination, System Reliability Monitoring. We can list responsibilities as bullet points. - Requirements: maybe "What You’ll Bring to the Team:" includes Education, Specialized Knowledge, Technical Proficiency, Communication, Citizenship, Clearance. Could be Requirements and Qualifications. The instruction says we can have sections like Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which to include based on content. We have Education, Specialized Knowledge, Technical Proficiency, Communication, Citizenship, Clearance. Those could go under Requirements or Qualifications. We could combine them into a Requirements section with sub-bullets. Skills: maybe we can extract technical skills: ELK Stack, PostgreSQL, Redis, Rabbit MQ, API servers, virtual/cloud infrastructure, file transfer technologies, PostgreSQL queries, data analysis, data modeling, optimization, indexes, debugging code, etc. Could be a Skills section. Benefits: Not mentioned explicitly. There's mention of hybrid work schedules, prime downtown D.C. location, best place to work, but that's more about company culture. Not explicit benefits like health insurance, etc. So we should not create Benefits section unless explicit. The instruction: never create Pay/Schedule/Benefits sections unless posting actually states them. So we omit Benefits, Pay, Schedule. Pay: not mentioned. Schedule: not mentioned explicitly (though hybrid work schedules mentioned but not specific schedule). So we omit. Thus we will have sections: About the role, Responsibilities, Requirements (or Qualifications), Skills. We need to use

for each section heading. Use

• for any list of duties/requirements/benefits, and

  for prose. We need to preserve all substantive information, not invent or summarize away detail. Must not include boilerplate like EEO, legal, etc. Also remove duplicated lines. Let's extract content. About the role prose: combine first paragraph and work location. Paragraph: "The Technical Support Engineer (TSE) serves as a key player within Casepoint’s US technical Support team. This customer-facing position supports Government and Commercial customers as they perform their eDiscovery tasks and provides technical support as needed. The TSE provides user support for enterprise self-service clients by troubleshooting and resolving issues with the following: ingestion, processing, productions, data loading issues, cloud collections, integrations, and legal hold. TSEs also provide technical support to troubleshoot all Casepoint platform application issues and develop root-cause analyses. Strong candidates must have the right combination of organizational, multi-task management skills, technical acumen and/or education, and electronic discovery experience to successfully manage multiple tasks serving commercial customers. This role is ideal for someone with a solid foundation in eDiscovery who is ready to take on more responsibility and contribute to the success of high-stakes legal projects. Work Location: This role is open to remote work; however, candidates should be local to the DMV area (DC, MD, VA) and available to travel to customer sites as needed." We need to ensure we didn't include any fluff like "About Casepoint" etc. That is company description; maybe we could include under About the role? But it's about company, not role. The instruction: include a section ONLY when posting has real, specific content for it. The "About Casepoint" is not about the role; it's company overview. Could we include it under About the role? Might be considered not specific to role. Better to omit it as it's not role-specific. However, we must preserve ALL substantive information; does that include company overview? The instruction says preserve ALL substantive information; do NOT invent or summarize away detail. But also we must not create sections with filler. The company overview is substantive but not about role. However, we have no section for company overview; we could include it under About the role? Might be stretching. But maybe we can include a brief paragraph about company under About the role? The instruction says "About the role" heading for section headings (e.g. About the role, Responsibilities...). So likely they expect About the role to contain role description, not company overview. The company overview could be omitted as it's not role-specific but still substantive. However, they said preserve ALL substantive information; but also they said remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. Company overview is not boilerplate; it's substantive. So we should include it somewhere. Perhaps we can include it under About the role as a brief description of the company, but that may deviate from "About the role". However, we could create a separate section like "About the Company" but that's not in allowed headings list. The allowed headings list includes About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we cannot add other headings. So we must fit company overview into one of those. The most appropriate is About the role? Could also be under Requirements? No. So we will include company overview in About the role paragraph, maybe after role description. Thus About the role will contain both role description and company overview. Now Responsibilities: list bullet points from "What You’ll Do:" sections. We need to capture all bullet points. Let's extract: Administrative/User Support: - Responsible for day-to-day task needs with government and commercial customers - Respond to end users and customers on basic technology-related issues and questions - Capture detailed information regarding the issue and resolutions in the ticket tracking system - Manage, track, and resolve tickets within service level agreement thresholds, escalating as needed - Support users who have issues with ‘self-service’ eDiscovery tasks, such as ingestion, processing, productions, data loading, cloud collections, legal hold, and other Casepoint platform application integrations. - In addition, provide user support for the following: * Perform data analysis, data exports, and data manipulations * Convert, normalize, and migrate data from a variety of databases, converting text and image files to various formats * Provide coding support (e.g., Postgres) as needed for data ingestion, processing, or analysis. * Address exceptions that occur while data processing, data ingestion, or any other eDiscovery requests * Perform data disposition activities like archive and deletion * Complete user-based administration tasks, including creating categorization tags and running searches in order to complete litigation support tasks * Set and manage expectations with customers * Communicate with project leads on estimates and deadlines for tasks * Assist project managers with Casepoint application tasks Technical: - Understand various components of the platform ELK Stack, PostgreSQL, Redis, Rabbit MQ, API servers, and their interaction. - Possess basic understanding of virtual/cloud infrastructure and networks - Possess a basic understanding of file transfer technologies across various cloud/on-prem platforms - Analyze issues and provide detailed analysis to the Product team - Work with customers to reproduce issues and share the exact details with the Product team - Develop root cause analysis - Apply basic knowledge of PostgreSQL queries and procedures - advanced understanding is a plus - Provide structured and non-structured data analysis, data modeling, and optimization. - Make recommendations related to the performance and efficiency of data storage including more effective use of indexes or other DBMS specific features - Debug code with guidance from product team for troubleshooting Coordination: - Coordinate with internal teams (Information Services, Product, Customer Services) to ensure that system issues are resolved in time. - Serve as the main point of contact to resolve all aspects of the ticket and provide updates and resolution to the customer. System Reliability Monitoring: - Ensure system parameters are monitored and system is functioning normally at all times - Serve as point person when system reliability goes down We need to preserve all these as bullet points under Responsibilities. Now Requirements/Qualifications: from "What You’ll Bring to the Team:" includes Education, Specialized Knowledge, Technical Proficiency, Communication, Citizenship, Clearance. We could make a Requirements section with sub-bullets for each category. Education: "Computer science or information technology-related degree with a focus on database administration or data analysis or an equivalent combination of education and experience" Specialized Knowledge: "Minimum 2 years of experience in eDiscovery field; Strong understanding of the EDRM lifecycle" Technical Proficiency: "A solid understanding of database design and management, data processing activities, and legal document review requirements; Ability to work in a fast-paced, deadline-driven environment while handling multiple tasks through completion" Communication: "Excellent communication and customer service skills; Excellent client relationship skills which include the ability to proactively manage client expectations, recognize client needs and adapt company capabilities to consistently meet client requirements" Citizenship: "US Citizenship (non-dual) is required by government contract." Clearance: "Current Secret or above clearance required." We could also include any other requirements like "Strong candidates must have the right combination of organizational, multi-task management skills, technical acumen and/or education, and electronic discovery experience" but that's already in About the role. Now Skills: we can extract technical skills mentioned in Technical section and maybe elsewhere: ELK Stack, PostgreSQL, Redis, Rabbit MQ, API servers, virtual/cloud infrastructure, networks, file transfer technologies, PostgreSQL queries, data analysis, data modeling, optimization, indexes, DBMS features, debugging code, data ingestion, processing, analysis, data exports, data manipulations, convert/normalize/migrate data, coding support (Postgres), data disposition, categorization tags, searches, etc. Also organizational, multi-task management, communication, customer service, client relationship, etc. But skills section maybe for technical skills. We'll list them. We must not invent or summarize away detail; we need to preserve all substantive information. So we need to include all those skill items. We'll create a

  list under Skills. Now ensure we don't include any filler like "commensurate with experience". Not present. Now output HTML fragment: start with

  About the role

  then

  ...

  . Then

  Responsibilities

  then
  • ... each bullet as separate
  • . Might need to group sub-bullets? The instruction: Use
    • for any list of duties/requirements/benefits. So we can have a flat list; sub-items can be separate
    • as well. That's fine. We must not repeat job title as heading. Not include Job ID. Now let's craft the About the role paragraph. Combine: "The Technical Support Engineer (TSE) serves as a key player within Casepoint’s US technical Support team