Senior Product Support Engineer — SaaS & Escalations

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

Benefits offered by this job

Competitive compensation

Health insurance

Paid Time Off

Parental leave benefits

Job summary

A leading law firm is seeking a Product Support Engineer to join the Product team. This role involves serving as the primary escalation point for complex product issues, working closely with both support and engineering teams. Responsibilities include analyzing and resolving issues, collaborating across departments, and improving product quality. Ideal candidates will have 4+ years of relevant experience, strong technical skills, and the ability to communicate effectively with non-technical stakeholders. Competitive compensation and a comprehensive benefits package are offered.

Qualifications

• 4+ years of experience related to technical support.
• Experience supporting SaaS or enterprise applications.
• Familiarity with software development practices.

Responsibilities

• Serve as escalation owner for unresolved product issues.
• Communicate trends and defects to product managers.
• Validate bug fixes and contribute to release readiness.

Skills

Proficiency in Microsoft Office

Strong diagnostic skills

Experience in SaaS support

Ability to read and understand code

Excellent communication skills

Education

Bachelor's degree

Tools

Azure DevOps

Jira

Confluence

Job description

A leading law firm is seeking a Product Support Engineer to join the Product team. This role involves serving as the primary escalation point for complex product issues, working closely with both support and engineering teams. Responsibilities include analyzing and resolving issues, collaborating across departments, and improving product quality. Ideal candidates will have 4+ years of relevant experience, strong technical skills, and the ability to communicate effectively with non-technical stakeholders. Competitive compensation and a comprehensive benefits package are offered.