Senior Product Support Engineer (Escalations) - Hybrid

Cooley LLP; Reston (VA); Hybrid; USD 120,000 - 175,000; Full time

Benefits offered by this job

Medical insurance

Flexible spending accounts

Paid Time Off

Job summary

Cooley LLP is looking for a Product Support Engineer to join its Innovation team. This position involves serving as the primary escalation point for complex product issues and requires collaboration with various teams to improve product stability and quality.

The ideal candidate will have at least 4 years of experience in application support, a strong understanding of SaaS applications, and excellent communication skills. Cooley offers a hybrid work schedule and a comprehensive benefits package.

Qualifications

• 4+ years of experience in application or technical support.
• Ability to work weekend or extended hours as needed.
• Experience in SaaS or enterprise web applications.

Responsibilities

• Serve as Level 2+ escalation owner for unresolved issues.
• Communicate trends and product gaps to managers.
• Validate bug fixes and support release readiness.

Skills

Application support experience

Technical support skills

Strong diagnostic skills

Proficiency in Azure DevOps

Familiarity with agile/scrum

Education

Bachelor's degree

Tools

Azure DevOps

Jira

Confluence

Job description

Cooley LLP is looking for a Product Support Engineer to join its Innovation team. This position involves serving as the primary escalation point for complex product issues and requires collaboration with various teams to improve product stability and quality.

The ideal candidate will have at least 4 years of experience in application support, a strong understanding of SaaS applications, and excellent communication skills. Cooley offers a hybrid work schedule and a comprehensive benefits package.