Senior Product Support Engineer (Escalations) - Hybrid

Cooley LLP; Washington (District of Columbia); Hybrid; USD 120,000 - 175,000; Full time

Benefits offered by this job

Health insurance

Paid Time Off (PTO)

Flexible spending accounts

Parental leave

Fertility benefits

Job summary

Cooley LLP is looking for a Product Support Engineer to join their Product team in Washington, DC. In this role, you will be the primary contact for complex product issues, collaborating across support and engineering to enhance product stability and performance. If you have 4+ years of relevant experience and are familiar with SaaS solutions, this could be the role for you.

The position offers a competitive salary range of $120,000 - $175,000 and benefits designed to support employee well-being, including generous PTO. Join a diverse and innovative team at Cooley LLP.

Qualifications

• 4+ years relevant experience in application support or technical support roles.
• Experience with SaaS and enterprise web applications.
• Ability to communicate technical concepts to non-technical audiences.

Responsibilities

• Serve as Level 2+ escalation for unresolved issues.
• Communicate trends and product gaps to managers.
• Identify patterns in escalations and recommend improvements.

Skills

Microsoft Office proficiency

Application support experience

Diagnostic skills

Familiarity with APIs

Experience with Azure DevOps

Technical curiosity

Education

Bachelor's degree

Tools

Jira

Confluence

Azure DevOps

Job description

Cooley LLP is looking for a Product Support Engineer to join their Product team in Washington, DC. In this role, you will be the primary contact for complex product issues, collaborating across support and engineering to enhance product stability and performance. If you have 4+ years of relevant experience and are familiar with SaaS solutions, this could be the role for you.

The position offers a competitive salary range of $120,000 - $175,000 and benefits designed to support employee well-being, including generous PTO. Join a diverse and innovative team at Cooley LLP.