Senior Technical Support Analyst (DISCO Desk)

DISCO; Austin (TX); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Open, inclusive environment

Medical, dental, vision insurance

RSUs and competitive salary

Flexible PTO

Growth opportunities

Job summary

DISCO is seeking a Senior Desk Analyst to provide expert technical guidance to law firms and corporate legal teams navigating Ediscovery on the DISCO platform. You will troubleshoot data issues related to litigation and case review, and relay critical input to engineering for diagnosis and product enhancements.

The role requires 3+ years in technical software support, strong communication, and fast learning in a regulated setting. In-office Mon and Tue in Austin.

Qualifications

• 3+ years in a technical software support role, ideally supporting SaaS platforms in legal, compliance, or another regulated/high-stakes industry.
• Proactive, customer-focused problem solver with strong communication skills.

Responsibilities

• Provide phone, chat, and email support, troubleshooting data file issues, browser/internet problems, and web-based applications.
• Collaborate with engineering and product teams to resolve issues and improve the DISCO platform.
• Create reports using internal tools and assist in mentoring junior teammates.

Skills

Technical support

SaaS platforms

Customer advocacy

Ticketing systems

Attention to detail

Tools

QuickSight

Kibana

Excel

Jira

Job description

Your Impact

The Senior DISCO Desk Analyst provides expert technical guidance to law firms and corporate legal teams navigating complex Ediscovery workflows on the DISCO platform, troubleshooting issues specific to litigation data and case review. They provide critical technical input to the engineering team to diagnose and address platform issues and to prioritize product enhancements.

This position's shift is from 12:00 pm - 8:00 pm CDT Monday through Friday, with an in-office requirement on Monday and Tuesday. Onboarding to our tools, workflows, and client base will be M-F 9 am to 5 pm for the first two months.

What You'll Do

• Client Communication and Support: Displays professionalism, quality service, and a solution-seeking attitude in all interactions with external clients, internal members of DISCO, and vendors. Communicates clearly and consistently with customers about technical and non-technical topics. Analyzes client needs, understands their requirements, and determines the appropriate course of action. Provides phone, chat, and email support, advising clients on leveraging DISCO effectively, troubleshooting data file issues, browser/internet connection problems, network issues, log files, and web-based applications. Proactively monitors open tickets, contacts customers, and provides timely status updates. De-escalates challenging client interactions and urgently provides solutions. Escalates to leadership or other resources when necessary to ensure a positive customer experience and provide the required support and expertise.
• Collaboration and Product Improvement: Works with engineering, project managers, and other groups within DISCO to resolve technical problems and address client concerns. Contributes to documentation, day-to-day activities, and product improvements. Assists junior team members in resolving technical problems and addressing client concerns. Creates custom reports using internal tools such as Quicksite, Kibana, and Excel. Serves as the first point of escalation within the DISCO Desk for team members.
• Continuous Learning and Improvement: Performs special assignments and provides technical expertise as directed by management. Provides feedback and suggestions to the Product team at DISCO to drive product improvements on behalf of customers.

Who You Are

• 3+ years in a technical software support role, ideally supporting SaaS platforms in legal, compliance, or another regulated/high-stakes industry.
• Tech-Savvy and curiosity-driven problem solver and customer advocate
• Strong communication skills - verbal and typing
• Proficient with application support ticketing systems
• Strong attention to detail with developed organization skills
• Ability to quickly learn new concepts and teach others

Even Better If You Have…

• 3+ years experience with any of the following; Salesforce, Jira, Asana, Talkdesk
• 3+ years experience troubleshooting SaaS-based products
• 1+ years experience providing phone-based support
• 1+ years prior litigation support or consulting experience

Authorization to Work in the U.S.

Candidates must be legally authorized to work in the United States without sponsorship now or in the future. DISCO is not currently sponsoring visas, including, but not limited to, H-1B, TN, or EAD, and we are not accepting visa transfers.

Perks of DISCO

• Open, inclusive, and fun environment
• Benefits, including medical, dental and vision insurance, as well as 401(k)
• Competitive salary plus RSUs
• Flexible PTO
• Opportunity to be a part of a company that is revolutionizing the legal industry
• Growth opportunities throughout the company

About DISCO

DISCO provides a cloud-native, artificial intelligence-powered legal solution that simplifies ediscovery, legal document review and case management for enterprises, law firms, legal services providers and governments. Our scalable, integrated solution enables legal departments to easily collect, process and review enterprise data that is relevant or potentially relevant to legal matters.

At DISCO, we believe AI is a core enabler of how work gets done. All employees are expected to proactively adopt and responsibly use AI tools to drive efficiency, improve outcomes, and continuously evolve how they operate in their role.

Are you ready to help us fulfill our mission to use technology to strengthen the rule of law? Join us!

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.