Product Support Engineering

Product Support Engineer
Cooley is seeking a Product Support Engineer to join the Product team, which is part of the larger Innovation group at the firm.

As a leading technology law firm, Cooley is committed to becoming a leader in the digital practice of law. To support this mission, the Product Support Engineer plays a critical role within the support team by serving as the primary escalation point for complex and technically challenging product issues across Cooley's application portfolio. Under the direction of the Manager of Support and Training, and with guidance from the Associate Director of Product, the Product Support Engineer bridges support and engineering by triaging, analyzing, and investigating unresolved or recurring issues. This role focuses on identifying root causes, validating resolutions, and determining appropriate next steps before escalating issues to product and development teams for final resolution, helping to improve product stability, performance, and quality over time. Advanced Support & Escalation

Serve as the Level 2+ escalation owner for issues unsolved by product support specialists

Perform structured triage, including replication, rootcause hypothesis, impact assessment, and recommended next step

Resolve issues directly when feasible (configuration, small fixes, scripts, workflows)

Partner with engineering to validate fixes and support release readiness

Act as connective tissue between support, product, engineering, and training

Participate in agile ceremonies when requested (backlog grooming, sprint planning, bug triage)

Quality, Stability & Readiness

Identify patterns in escalations and proactively recommend improvements to documentation, training materials, support workflows, or product features

Share knowledge with support specialists and participate in their skill development under guidance of the product support & training manager

After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications

Ability to work extended and/or weekend hours, as required

Ability to travel, as required

application support engineer, technical support engineer, product support engineer, or quality assurance engineer) - Senior level candidates considered with 5+ years' experience with proven ability to operate at an elevated level in terms of scope of responsibility, judgement and autonomy.

Experience supporting SaaS, enterprise web applications, or custom internal tools

Familiarity with software development practices, including agile/scrum, version control, and CI/CD awareness

Strong diagnostic skills across APIs, web applications, authentication, data validation, and system integrations

Hands‑on experience with Azure DevOps, Jira, Confluence, or comparable systems

basic familiarity with scripting languages, JSON, XML, SQL)

Bachelor's degree

Experience in Agile/Scrum environments

Familiarity with cloud platforms (Azure preferred)

Experience writing or maintaining internal troubleshooting documentation

Background in QA, systems analysis, or light development

Familiarity with user research methods, experiment design, and A/B testing

Technical curiosity and ability to dive into application behavior, data structures, and systems

Experience working in a legal services environment with preference to experience in AMLAW 200 law firm or in-house legal department with greater than 50 attorneys

Highly organized with excellent time management and project management skills and the ability to work independently to meet objectives and deadlines

Deep care for user needs and experience

Comfortable exploring data to guide recommendations

Ability to drive projects to completion and achieve goals

Unwavering ability to handle and maintain confidentiality regarding firm information, projects, client data

The expected annual pay range for this position with a full-time schedule is $120,000 - $175,000. We offer a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults and other parental support benefits. In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short term medical benefits as well as 21 days of Paid Time Off ("PTO") and 10 paid holidays each year.