Senior Product Support Engineer - SaaS Escalations

Cooley LLP; Chicago (IL); On-site; USD 120,000 - 175,000; Full time

Benefits offered by this job

Medical benefits

Dental and vision insurance

Generous PTO and holidays

Job summary

A leading law firm based in Chicago is seeking a Product Support Engineer to enhance product application support. This role involves resolving complex product issues, collaborating extensively with support and engineering teams, and ensuring product stability. Ideal candidates will have over 4 years of experience in application support and strong technical skills, including familiarity with Agile practices. Competitive salary range is $120,000 - $175,000, plus comprehensive benefits including paid time off and parental leave.

Qualifications

• 4+ years experience in application support or related fields.
• Experience supporting SaaS or enterprise applications.
• Ability to travel and work extended hours as needed.

Responsibilities

• Serve as Level 2+ escalation owner for unresolved issues.
• Conduct structured triage and analysis of incidents.
• Collaborate with engineering for release readiness.

Skills

Proficiency in Microsoft Office suite

Strong diagnostic skills

Hands-on experience with Azure DevOps

Familiarity with Agile/Scrum

Technical curiosity

Excellent communication skills

Time management skills

Education

Bachelor's degree

Tools

Jira

Confluence

Azure DevOps

Job description

A leading law firm based in Chicago is seeking a Product Support Engineer to enhance product application support. This role involves resolving complex product issues, collaborating extensively with support and engineering teams, and ensuring product stability. Ideal candidates will have over 4 years of experience in application support and strong technical skills, including familiarity with Agile practices. Competitive salary range is $120,000 - $175,000, plus comprehensive benefits including paid time off and parental leave.