Senior SaaS Support Engineer (LegalTech) — Tier 3
BruntWork
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Job summary
BruntWork is seeking a Tier 3 Technical Support Specialist to assist legal professionals using a cloud-based SaaS platform. The role focuses on resolving advanced technical issues, supporting back-end workflows, and ensuring a seamless client experience.
A background in law is preferred to understand legal principles involved. The position requires expertise with Microsoft 365 apps and common browser/OS troubleshooting, with schedule aligned to international clients.
Qualifications
- Proven experience in Tier 3 Technical Support, progressing from Level 1 to Level 3 (SaaS or tech background preferred).
- Background in B2B technical support, ideally in a back-end-focused role.
- Must have a background in law or solid knowledge of legal principles.
- Experience supporting Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive).
- Strong troubleshooting for Windows, Outlook, and Google Chrome.
Responsibilities
- Provide responsive, friendly technical support via email and live remote sessions
- Manage support tickets from start to finish, escalating issues when needed
- Maintain clear, proactive communication with clients and internal teams
- Collaborate with colleagues to resolve complex issues
- Identify recurring client challenges and provide feedback for product improvement
Skills
Tools
Job description
BruntWork is seeking a Tier 3 Technical Support Specialist to assist legal professionals using a cloud-based SaaS platform. The role focuses on resolving advanced technical issues, supporting back-end workflows, and ensuring a seamless client experience.
A background in law is preferred to understand legal principles involved. The position requires expertise with Microsoft 365 apps and common browser/OS troubleshooting, with schedule aligned to international clients.
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