Senior Product Support Engineer – SaaS & Escalations

Cooley LLP; San Diego (CA); Hybrid; USD 120,000 - 175,000; Full time

Benefits offered by this job

Competitive compensation

Excellent benefits package

Paid Time Off (PTO) and holidays

Generous parental leave and fertility benefits

Job summary

A leading law firm seeks a Product Support Engineer in San Diego, CA. The role involves triaging complex product issues, collaborating with engineering teams, and ensuring product stability. Candidates should have 4+ years of experience in technical support and familiarity with SaaS. The position supports a hybrid work schedule. The expected annual pay range is $120,000 - $175,000, depending on experience and location.

Qualifications

• 4+ years of experience in application support or related roles.
• Ability to travel as required.
• Strong diagnostic skills across APIs and web applications.

Responsibilities

• Serve as Level 2+ for unresolved product support issues.
• Perform structured triage and root-cause analysis.
• Identify patterns in escalations and recommend improvements.

Skills

Technical support

SaaS support

Diagnostic skills

Collaboration

Agile methodologies

Education

Bachelor's degree

Tools

Azure DevOps

Jira

Confluence

Job description

A leading law firm seeks a Product Support Engineer in San Diego, CA. The role involves triaging complex product issues, collaborating with engineering teams, and ensuring product stability. Candidates should have 4+ years of experience in technical support and familiarity with SaaS. The position supports a hybrid work schedule. The expected annual pay range is $120,000 - $175,000, depending on experience and location.