Senior Product Support Engineer — SaaS & Escalations

Cooley LLP; Los Angeles (CA); On-site; USD 120,000 - 175,000; Full time

Benefits offered by this job

Health insurance

21 days of Paid Time Off

Generous parental leave benefits

Job summary

A leading technology law firm in Los Angeles is seeking a Product Support Engineer to join its Product team. In this role, you will act as the escalation point for complex product issues and work closely with engineering teams to improve product stability. The ideal candidate will have over 4 years of experience in application support and familiarity with Azure DevOps and Jira. The position offers competitive compensation ranging from $120,000 to $175,000 annually, along with comprehensive benefits including medical, dental, and 21 days of PTO.

Qualifications

• 4+ years of experience in application or technical support roles.
• Ability to work extended and/or weekend hours as required.
• Familiarity with cloud platforms, ideally Azure.

Responsibilities

• Serve as the Level 2+ escalation owner for unresolved issues.
• Perform structured triage and impact assessments.
• Identify patterns in escalations and recommend workflow improvements.

Skills

Microsoft Office proficiency

Application support experience

Strong diagnostic skills

Experience with Azure DevOps

Basic familiarity with scripting languages

Education

Bachelor's degree

Tools

Jira

Confluence

Job description

A leading technology law firm in Los Angeles is seeking a Product Support Engineer to join its Product team. In this role, you will act as the escalation point for complex product issues and work closely with engineering teams to improve product stability. The ideal candidate will have over 4 years of experience in application support and familiarity with Azure DevOps and Jira. The position offers competitive compensation ranging from $120,000 to $175,000 annually, along with comprehensive benefits including medical, dental, and 21 days of PTO.