Product Support Engineer

Cooley AI; Palo Alto (CA); On-site; USD 120,000 - 175,000; Full time

Benefits offered by this job

Medical benefits

Health savings account

Dental benefits

Vision benefits

Paid time off

Paid holidays

Parental leave

Fertility benefits

Life insurance

AD&D

Commuter benefits

Backup care

Job summary

Cooley AI, the technology arm of Cooley LLP, is seeking a Product Support Engineer to join the Innovation team. The role acts as the primary escalation point for complex product issues across Cooley’s application portfolio, triaging, analyzing, and coordinating with engineering for final resolution.

Under guidance from leadership, you will improve product stability and support readiness, contribute to knowledge sharing, and mentor junior staff while delivering high-quality, scalable solutions in

Qualifications

• 4+ years directly applicable experience in application support or related roles.
• Experience supporting SaaS or enterprise web applications.
• Familiarity with Agile/Scrum, version control, and CI/CD.
• Ability to read and understand code (scripts, JSON, XML, SQL).

Responsibilities

• Serve as Level 2+ escalation owner for unresolved issues.
• Perform structured triage with replication, root-cause hypotheses, and impact assessment.
• Create high quality development tickets for engineering when needed.
• Collaborate with engineering to validate fixes and release readiness.

Skills

SaaS support

Azure DevOps

Jira

Confluence

APIs & integrations

SQL

Code reading

Communication skills

Education

Bachelor’s degree

Tools

Azure DevOps

Jira

Confluence

Job description

Product Support Engineer

Cooley AI is seeking a Product Support Engineer to join the Innovation team.

About Cooley AI:

Cooley AI is the wholly-owned subsidiary of Cooley LLP. The frontier development arm of the leading technology law firm in the world. Our mission is to bring the best-in-class practices from the technology field into the legal domain to help lead our firm and the legal industry into the AI era. All employees of Cooley AI are employees of Cooley and are seconded to Cooley AI.

Position summary:

As a leading technology law firm, Cooley is committed to becoming a leader in the digital practice of law. To support this mission, the Product Support Engineer plays a critical role within the support team by serving as the primary escalation point for complex and technically challenging product issues across Cooley’s application portfolio. Under the direction of the Manager of Support and Training, and with guidance from the Associate Director of Product, the Product Support Engineer bridges support and engineering by triaging, analyzing, and investigating unresolved or recurring issues. This role focuses on identifying root causes, validating resolutions, and determining appropriate next steps before escalating issues to product and development teams for final resolution, helping to improve product stability, performance, and quality over time. Specific duties and responsibilities include, but are not limited to, the following:

Position responsibilities:

Advanced Support & Escalation

• Serve as the Level 2+ escalation owner for issues unsolved by product support specialists
• Perform structured triage, including replication, root‑cause hypothesis, impact assessment, and recommended next step
• Resolve issues directly when feasible (configuration, small fixes, scripts, workflows)
• For issues requiring engineering intervention, create high‑quality development tickets with clear problem statements, logs, reproduction steps, and acceptance criteria
• Partner with engineering to validate fixes and support release readiness

Cross-Functional Collaboration

• Act as connective tissue between support, product, engineering, and training
• Communicate trends, recurring defects, and product gaps to product managers
• Participate in agile ceremonies when requested (backlog grooming, sprint planning, bug triage)

Quality, Stability & Readiness

• Identify patterns in escalations and proactively recommend improvements to documentation, training materials, support workflows, or product features
• Contribute to release readiness reviews by validating bug fixes and contributing acceptance notes
• Share knowledge with support specialists and participate in their skill development under guidance of the product support & training manager
• All other duties as assigned or required

Skills and experience:

Required:

• After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
• Ability to work extended and/or weekend hours, as required
• Ability to travel, as required
• 4+ years directly applicable experience (e.g., application support engineer, technical support engineer, product support engineer, or quality assurance engineer) - Senior level candidates considered with 5+ years’ experience with proven ability to operate at an elevated level in terms of scope of responsibility, judgement and autonomy.
• Experience supporting SaaS, enterprise web applications, or custom internal tools
• Familiarity with software development practices, including agile/scrum, version control, and CI/CD awareness
• Strong diagnostic skills across APIs, web applications, authentication, data validation, and system integrations
• Hands‑on experience with Azure DevOps, Jira, Confluence, or comparable systems
• Ability to read and understand code (e.g., basic familiarity with scripting languages, JSON, XML, SQL)

Preferred:

• Bachelor’s degree
• Experience in Agile/Scrum environments
• Familiarity with cloud platforms (Azure preferred)
• Experience writing or maintaining internal troubleshooting documentation
• Background in QA, systems analysis, or light development
• Familiarity with user research methods, experiment design, and A/B testing
• Experience collaborating closely with product teams to launch new features or products
• Technical curiosity and ability to dive into application behavior, data structures, and systems
• Experience working in a legal services environment with preference to experience in AMLAW 200 law firm or in-house legal department with greater than 50 attorneys

Competencies** :**

• Excellent communication skills—able to translate technical concepts for nontechnical audiences
• Comfortable with technology and a willingness to learn more
• Highly organized with excellent time management and project management skills and the ability to work independently to meet objectives and deadlines
• Excellent communication skills with all levels of internal and external stakeholders
• Eager to create solutions in addition to identifying problems
• Takes initiative and drives things forward independentlyDeep care for user needs and experience
• Comfortable exploring data to guide recommendations
• Works effectively across teams to achieve shared outcomes
• Comfortable taking responsibility for outcomes and follow‑through
• Entrepreneurial by nature
• Excellent attention to detail
• Exceptional interpersonal and communication skills with ability to facilitate and solve problems
• Ability to organize, prioritize and coordinate multiple activities often under tight timelines
• Ability to drive projects to completion and achieve goals
• Strong judgment
• Team-player with collaborative spirit
• Unwavering ability to handle and maintain confidentiality regarding firm information, projects,
• client data
• High level of professionalism at all times
• Proactive, analytical mindset
• Effective presentation skills

Cooley LLP offers a competitive compensation and excellent benefits program. EOE.

The expected annual pay range for this position with a full-time schedule is $120,000 - $175,000. Please note that final offer amount will be dependent on geographic location, applicable experience and skillset of the candidate. Senior level candidates may be considered for this position and would be eligible for a higher salary range based on experience.

We offer a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults and other parental support benefits. In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short term medical benefits as well as 21 days of Paid Time Off (“PTO”) and 10 paid holidays each year. We provide generous parental leave and fertility benefits. New employees will attend a detailed benefit orientation to learn more about our many benefits and resources.