Senior Product Support Engineer - Escalation Lead

Cooley AI; New York (NY); Presencial; USD 120.000 - 175.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical benefits

Health Savings Account (HSA)

Dental & Vision Insurance

Paid time off (PTO) & holidays

Parental benefits

Descripción de la vacante

Cooley AI, a technology law firm’s innovation arm, seeks a Product Support Engineer to bridge support and engineering for SaaS and internal tools in New York. You will triage, diagnose, and drive root-cause analysis while enabling faster resolutions and improved product quality.

Reporting to Support and Training leadership, you will partner with product and engineering teams, participate in agile ceremonies, and contribute to knowledge sharing and readiness reviews.

Formación

• 4+ years directly applicable experience in application or product support

Responsabilidades

• Serve as Level 2+ escalation owner for unresolved issues
• Perform structured triage with replication, root-cause hypothesis, and impact assessment
• Create high-quality development tickets with clear repro steps and acceptance criteria
• Partner with engineering to validate fixes and release readiness
• Communicate trends and gaps to product managers
• Participate in agile ceremonies when requested
• Support readiness reviews with bug fix validation and acceptance notes
• Share knowledge with support teams and mentor others

Conocimientos

SaaS experience

Enterprise web apps

Analytical troubleshooting

Agile/Scrum

Communication skills

Educación

Bachelor’s degree

Herramientas

Azure DevOps

Jira

Confluence

SQL/XML/JSON

Descripción del empleo

Cooley AI, a technology law firm’s innovation arm, seeks a Product Support Engineer to bridge support and engineering for SaaS and internal tools in New York. You will triage, diagnose, and drive root-cause analysis while enabling faster resolutions and improved product quality.

Reporting to Support and Training leadership, you will partner with product and engineering teams, participate in agile ceremonies, and contribute to knowledge sharing and readiness reviews.