Technical Support Specialist - Denver

About the role

We're looking for a Technical Support Specialist to join our team in Denver. This role involves delivering exceptional support, communicating with demanding professional users, mastering the product, driving improvements, and shaping the support function.

Responsibilities

• Take end-to-end ownership of customer issues for our enterprise clients, delivering fast, precise, and high-quality resolutions in high-stakes, time-sensitive environments.
• Communicate clearly and confidently with demanding professional users, translating technical concepts into concise, actionable guidance.
• Develop deep expertise in Legora's platform to diagnose and resolve complex, high-impact issues that require structured thinking and sound judgment.
• Guide users through complex workflows, and unlock value for legal teams.
• Identify recurring issues and user pain points, collaborating with Product and Engineering teams to drive solutions.
• Deliver with excellence: deliver a consistently high-quality, detail-oriented support experience that reflects the standards of our customers.
• Create resources: help build and maintain help documentation, FAQs, and best practices that empower users to succeed independently.
• Proactively monitor customer usage patterns and identify potential issues before they escalate, ensuring a consistently smooth experience.

Requirements

• You’ve handled complex, high-stakes B2B relationships, taking full ownership of issues and consistently delivering exceptional outcomes.
• You have a proven track record of delighting demanding professional clients and turning frustrated users into advocates.
• You notice patterns, identify potential issues before they escalate, and collaborate cross-functionally to drive lasting improvements.
• You are customer-obsessed and genuinely care about user success.
• You are technically curious and comfortable learning new software quickly, explaining technical concepts clearly.
• You are experienced with support tools like Intercom, Zendesk, or similar platforms.
• A background in SaaS, AI, or legal tech environments is a strong plus.

Qualifications

• Experience with SaaS, AI, or legal tech environments is a strong plus.

Skills

• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving and troubleshooting abilities.
• Ability to work independently and manage multiple tasks simultaneously.
• Experience with support tools such as Intercom, Zendesk, or similar platforms.
• Technical aptitude and comfort with learning new software quickly.

Benefits

• Opportunity to work with a dynamic, high-growth company.
• Challenging and rewarding work in a supportive team environment.
• Opportunities for career growth and development.
• Competitive compensation range of $99,450 - $134,550.

Pay

• $99,450 - $134,550

Schedule

• Full-time

Company Culture

We believe great teams are built on diversity of thought and experience. We're proud to be an equal opportunity employer and committed to creating an inclusive, high-performance culture where everyone can do their best work. We welcome people of all backgrounds and don't discriminate based on race, color, religion, national origin, gender, gender identity or expression, sexual orientation, age, disability, veteran status, or any other characteristic protected by law.