Senior Product Support Engineer - Hybrid & SaaS Focus

Cooley LLP; New York (NY); Hybrid; USD 120,000 - 175,000; Full time

Benefits offered by this job

Medical and dental insurance

21 days Paid Time Off

Flexible spending accounts

Parental leave benefits

Job summary

Cooley LLP is seeking a Product Support Engineer to join their Product team in New York City. In this role, you'll serve as the primary escalation point for complex product issues, working with engineering to improve product stability and performance. The position emphasizes advanced support and cross-functional collaboration within a hybrid work environment.

Ideal candidates will have at least 4 years of relevant experience, strong diagnostic skills, and proficiency in tools like Azure DevOps and Jira. Cooley offers a competitive salary ranging from $120,000 to $175,000 annually, with extensive benefits including healthcare and Paid Time Off.

Qualifications

• 4+ years of experience as an application support engineer or related role.
• Ability to work extended and/or weekend hours as required.
• Experience supporting SaaS and enterprise web applications.

Responsibilities

• Serve as Level 2+ escalation owner for unresolved issues.
• Perform structured triage and impact assessments.
• Communicate trends and product gaps to product managers.

Skills

Diagnostic skills across APIs

Microsoft Office suite proficiency

Strong communication skills

Technical curiosity

Ability to read and understand code

Education

Bachelor's degree

Tools

Azure DevOps

Jira

Confluence

Job description

Cooley LLP is seeking a Product Support Engineer to join their Product team in New York City. In this role, you'll serve as the primary escalation point for complex product issues, working with engineering to improve product stability and performance. The position emphasizes advanced support and cross-functional collaboration within a hybrid work environment.

Ideal candidates will have at least 4 years of relevant experience, strong diagnostic skills, and proficiency in tools like Azure DevOps and Jira. Cooley offers a competitive salary ranging from $120,000 to $175,000 annually, with extensive benefits including healthcare and Paid Time Off.