Technical Support Specialist

Assembly Software; United States; Remote; USD 48,000 - 72,000; Full time

Benefits offered by this job

Medical, dental, vision plans

Disability coverage

Supplemental insurance options

401(k)

Job summary

Assembly Software is seeking a Technical Support Specialist to own issues from first contact through resolution across Neos, Needles, and TrialWorks in a fully remote setup. You will troubleshoot Windows, network, login, and API problems, using AI tools to speed answers and delivering clean handoffs to Tier 2 engineers.

We value a year of technical support experience, clear explanations to non-technical users, and the ability to work across time zones from home.

Qualifications

• At least a year in technical support, help desk, or IT support.
• Able to troubleshoot software, Windows, network, login, and remote desktop issues with a methodical approach.
• Comfort using AI assistants in daily work and the ability to explain technical concepts to non-technical people.

Responsibilities

• Support customers by phone, email, and chat, including AI-handled conversations.
• Troubleshoot software, Windows, networks, login, and remote desktop issues with a structured method.
• Escalate with clean, documented handoffs for Tier 2 and Customer Support Engineers.
• Handle first-line API requests (access, key resets, basic integration checks).
• Document new solutions and identify gaps in the knowledge base and AI content.
• Join the on-call rotation after training and grow into a specialty area.

Skills

Troubleshooting mindset

Explain tech to non-tech

AI-assisted work

Strong communication

Tools

Intercom

RingCentral

Windows Server

Office 365

SQL Server

APIs

Neos

Job description

The Opportunity

Being a Technical Support Specialist at Assembly Software is not a script-reading job. Our AI agent already answers the routine how-to questions, which means the conversations that reach you are the ones that need a person: a login that fails after a Windows update, an integration returning an error code, a configuration that worked last week and does not today. As a Technical Support Specialist on our Tier 1 team, you own those issues from first contact through resolution, and you decide when to bring in a subject matter expert. You will work across Neos, our cloud practice management platform, and our on-premise products, Needles and TrialWorks, and you will build real depth in at least one specialty area along the way.

Why Now

We are rebuilding how support works. AI handles the repetitive questions, so the humans on the team spend their time on troubleshooting, judgment calls, and making sure a fix gets written down once and reused by the whole team and by the AI agent itself. If you have a year or more in technical support and want the harder tickets, this is the version of the role where that is the job.

What You’ll Do

You will support customers by phone, email, and chat, including conversations handed off from our AI agent. You will troubleshoot software, Windows, network, login, and remote desktop issues with a methodical approach: reproduce it, isolate the variables, document what you tried. You will use AI tools such as Intercom Copilot to find answers before escalating, and when you do escalating, you will send a clean, documented handoff that Tier 2 and our Customer Support Engineers can act on without sending it back. After training, you will handle first-line API requests, including access, key resets, and basic integration checks. You will document new solutions, flag gaps in our knowledge base and AI content, and join the on-call rotation once trained. Over time, you will become the team’s go-to person in a specialty area, whether that is on-premise installs, hosting, API, or a Neos feature area.

What You’ll Bring

At least a year in technical support, help desk, or IT support, ideally helping business software customers. A troubleshooting habit that favors evidence over guessing, the ability to teach yourself new software from documentation, and the ability to explain technical things clearly to people who are not technical. Comfort using AI assistants in daily work, and the judgment to notice when they are wrong. Solid Windows and Microsoft Office skills, including the ability to work through common permissions and connectivity problems. Experience with Windows Server, Office 365, SQL Server, APIs, Intercom, RingCentral, or legal software is a plus, as is time spent in a law firm, especially a plaintiff or personal injury practice.

If you’re the person who wants the tougher tickets and takes pride in solving them, we want to hear from you.

When you’re considering a new job, it’s normal to have questions. Here are a few things we get asked all of the time:

1. I’m tired of the daily commute. Where are you located?

Assembly Software is a fully remote company. We work across time zones and connect through Teams, so you can build your career from wherever you do your best work: home office, favorite coffee shop, or yes, in your PJs if that’s your vibe.

2. What makes Assembly Software different?

Our people. We’re a fast growing SaaS company and the leading provider of case management solutions for personal injury and legal firms. Through our three brands, Neos, Needles and TrialWorks, we serve over 2,500 law firms and 40,000+ users, the largest user base in the industry. Backed by Ridge Road Partners since 2017, we combine decades of legal tech expertise with a scrappy, entrepreneurial energy. We move fast, we care about the product, and we have fun doing it. Our sales team also enjoys uncapped commission with built in accelerators, so top performers are rewarded for their impact.

3. What’s the benefits package like?

Competitive and comprehensive. You’ll have access to:

• Medical, dental, and vision plans
• Short and long term disability coverage
• Supplemental insurance options
• 401(k)
• Flexible time off
• Paid parental leave
• An Employee Assistance Program

We invest in our people because we know our results depend on them. When you do great work here, you’ll be recognized and rewarded for it.

Assembly Software provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.