Senior Product Support Engineer — Escalations & QA

Cooley AI; New York (NY); On-site; USD 120,000 - 175,000; Full time

Benefits offered by this job

Competitive compensation

Excellent benefits program

Paid time off and holidays

Job summary

Cooley AI is seeking a Product Support Engineer to join the Innovation team. The role bridges support and engineering by triaging and investigating issues across Cooley’s application portfolio, escalating to product and development as needed.

The position focuses on identifying root causes, validating resolutions, and improving product stability with guidance from leadership, while supporting a range of enterprise tools and cloud platforms.

Qualifications

• 4+ years directly applicable experience in product support or related roles.
• Experience with SaaS or enterprise web applications.
• Familiarity with agile/scrum, version control, and CI/CD awareness.
• Ability to read and understand code (basic scripting, JSON, XML, SQL).

Responsibilities

• Serve as Level 2+ escalation owner for unresolved issues.
• Perform structured triage with replication, root‑cause hypothesis, impact assessment, and recommended next steps.
• Create high‑quality development tickets with clear problem statements, logs, steps, and acceptance criteria.
• Partner with engineering to validate fixes and support release readiness.
• Communicate trends, defects, and gaps to product managers and participate in agile ceremonies.

Skills

Diagnostic skills

Excellent communication

Agile/Scrum

Read and understand code

Data validation

Education

Bachelor’s degree

Tools

Azure DevOps

Jira

Confluence

Job description

Cooley AI is seeking a Product Support Engineer to join the Innovation team. The role bridges support and engineering by triaging and investigating issues across Cooley’s application portfolio, escalating to product and development as needed.

The position focuses on identifying root causes, validating resolutions, and improving product stability with guidance from leadership, while supporting a range of enterprise tools and cloud platforms.