Technical Support Engineer

About this Job

You’ll be joining the Engineering team responsible for delivering PacerPro’s SaaS and on-premise solutions that orchestrate case data workflows and provide data driven legal insights for our clients.

As a Technical Support Engineer, you’re the technical bridge between our customers and our engineering team. You’ll investigate issues, resolve what you can yourself, and hand off the rest with a clear, well-scoped ticket. You’ll also work with our customer success team, law firm IT and litigation support teams, as well as the engineers who build the PacerPro applications.

This is a technical support role, not a software engineering position. You won’t be writing or shipping product code, but you’ll be hands-on with data, tooling and troubleshooting.

1. Investigate customer reports about missed, incorrect, duplicate or bounced notification emails and documents, find the cause, and escalate to engineering with clear context
2. Set up and maintain customer configuration, including naming conventions, distribution lists, case follows and client codes
3. Manage accounts and users, including SSO, domain changes, trials and subscription fixes
4. Support enterprise customers through onboarding and integrations with their document management systems, working directly with their IT teams
5. Troubleshoot data and web app issues, such as duplicate cases, incorrect case details and download problems, and turn recurring problems into runbooks and product feedback
6. Automate repetitive tasks, for yourself and for the wider CS team, so routine requests can be handled through self-serve tools and runbooks instead of engineering tickets
7. Our tech stack is varied - including but not limited to Heroku, AWS, Sidekiq, LogEntries, New Relic, Twilio SendGrid, CloudMailin, Ruby/Rails, Postgres, Redis, and more. You won’t need to know all of it. Day to day, you’ll work with support and operations tools like HubSpot, Jira, Confluence and Slack, plus logs and dashboards to investigate issues, and Ruby/Rails/SQL/other for minor fixes and automation.

1. Hands-on experience solving technical problems for customers, in support, support engineering, implementations or a similar role, and the confidence to work independently on them
2. Strong troubleshooting skills: you form hypotheses, isolate variables and trace problems through logs and data
3. Working knowledge of one or more programming languages, and SQL for to troubleshoot and fix issues
4. Comfort with CSV and spreadsheet data, and care when making changes in bulk
5. Understanding of email delivery basics, such as bounces, suppression lists, SPF, DKIM and DMARC
6. Clear written and verbal communication, including explaining technical issues to non-technical audiences
7. Good judgment on when to fix something yourself and when to escalate

1. Legal industry experience, including PACER, court dockets and litigation workflows
2. Experience with SSO/SAML, certificates, or document management systems
3. Experience with subscription billing tools such as Stripe
4. Experience improving processes with automation, scripting or no-code tools
5. Experience supporting law firms or other professional services clients

About PacerPro

PacerPro's mission is to empower better decision making and stronger institutions by making facts, the bedrock of legal analysis, readily and easily accessible. Launched in 2014 as a simple overlay to the PACER system, today our service is the standard for integrating federal court data into workflow and knowledge systems for BigLaw and leading litigation boutiques. This success is due to innovative technology matched with best-in-class customer success and deployment teams.