Senior Technical Support Analyst

Senior Technical Support Analyst (DISCO Desk)Austin, TXYour ImpactThe 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 DoClient 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 Are3+ 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 advocateStrong communication skills - verbal and typingProficient with application support ticketing systemsStrong attention to detail with developed organization skillsAbility to quickly learn new concepts and teach othersEven Better If You Have…3+ years experience with any of the following; Salesforce, Jira, Asana, Talkdesk3+ years experience troubleshooting SaaS-based products1+ years experience providing phone-based support1+ years prior litigation support or consulting experienceAuthorization 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 DISCOOpen, inclusive, and fun environmentBenefits, including medical, dental and vision insurance, as well as 401(k)Competitive salary plus RSUsFlexible PTOOpportunity to be a part of a company that is revolutionizing the legal industryGrowth opportunities throughout the companyAbout DISCODISCO 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.