Senior Product Support Engineer — SaaS & Escalations
Cooley LLP
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Benefits offered by this job
Job summary
Cooley LLP is hiring a Product Support Engineer to bridge support and engineering for its application portfolio. You will triage complex issues, analyze root causes, and guide engineering to resolution while improving product stability.
The role emphasizes collaboration with product, engineering, and training teams in a hybrid in-office and remote setup. The ideal candidate has 4+ years in application support or QA, experience with SaaS web apps, and comfort with Agile practices.
Qualifications
- 4+ years directly applicable experience in application support or related roles.
- Senior level candidates with 5+ years' experience considered.
- Experience supporting SaaS or enterprise web applications.
Responsibilities
- Serve as Level 2+ escalation owner for unresolved issues.
- Perform structured triage: replication, root-cause hypoth., impact assessment.
- Create high-quality development tickets with clear problem statements.
- Validate fixes with engineering and support release readiness.
- Share trends and contribute to knowledge materials and trainings.
Skills
Education
Tools
Job description
Cooley LLP is hiring a Product Support Engineer to bridge support and engineering for its application portfolio. You will triage complex issues, analyze root causes, and guide engineering to resolution while improving product stability.
The role emphasizes collaboration with product, engineering, and training teams in a hybrid in-office and remote setup. The ideal candidate has 4+ years in application support or QA, experience with SaaS web apps, and comfort with Agile practices.
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