The Product Support Engineer will join the firm’s Product team within the Innovation group and serve as a key escalation resource for complex technical issues across the firm’s application portfolio. This role acts as a bridge between support and engineering by troubleshooting unresolved product issues, identifying root causes, validating fixes, and coordinating with product and development teams to improve application stability and user experience. Responsibilities include managing advanced support escalations, analyzing application behavior, creating detailed development tickets, validating bug fixes, supporting release readiness, and identifying opportunities to improve workflows, documentation, and training materials. The role also collaborates closely with support, engineering, product, and training teams and may participate in Agile ceremonies and product initiatives.

Qualified candidates should have at least 4+ years of experience in application, technical, or product support engineering, preferably supporting SaaS platforms, enterprise web applications, or internal tools. Experience with Agile/Scrum environments, APIs, system integrations, Azure DevOps, Jira, Confluence, JSON, XML, SQL, and cloud platforms such as Azure is preferred. Candidates should possess strong analytical, troubleshooting, communication, and organizational skills, along with the ability to work independently in a fast-paced environment. Experience in a legal services or AMLAW 200 environment is a plus. The expected salary range for this position is $120,000–$175,000 annually, depending on experience, location, and qualifications.