Support Engineer, Services, Mid Level

Support Engineer Services Mid-Level
Hybrid (2 to 3 days a week onsite in Chicago)
Reports to: Tech Lead Tier 3
Salary Range: $101000-$124000

ABOUT NEXTPOINT

Nextpoint builds transformative software and services for the legal industry making eDiscovery case management and litigation prep simple fluid and affordable for law firms of all sizes. Our secure cloud-based platform lets teams start document review in minutes backed by powerful analytics an intuitive interface and best-in-class security at every point.

Were problem solvers simplifiers and challenge seekers united by a shared goal: a great team culture and satisfied clients. Were headquartered in Chicagos Ravenswood neighborhood and proud to have been named one of Built Ins Best Startups to Work for in Chicago five years running (2022 to 2026).

ABOUT THIS ROLE

As a Mid-Level Support Engineer Services youll own the resolution of complex high-impact client issues end to end drive improvements to system performance and deliver solutions that help our clients manage their data with confidence. Client projects sit at the center of this role: youll partner closely with our Services and Client Success teams to scope plan and execute technical work that keeps engagements on track translating client needs into reliable solutions while serving as a trusted technical voice in front of clients. Youll also collaborate with Engineering and Product to fine tune our platform mentor junior support engineers and help shape the tools standards and playbooks that raise the bar for how we support our clients.

RESPONSIBILITIES

Client Project Delivery and Issue Ownership

• Serve as technical lead on client engagements alongside Services and Client Success scoping requirements planning work and delivering on time
• Own diagnosis and resolution of the toughest client issues end to end driving to root cause and a durable fix rather than a quick patch
• Prioritize and execute bug fixes collaborating with development teams on seamless integration

System Support and Improvement

• Proactively monitor and maintain system health for high availability and performance
• Develop and refine client self-service tools that reduce dependency on direct support
• Use insights from support activity to recommend and implement improvements to systems tools and processes

Mentorship and Collaboration

• Act as a technical partner to Services and Client Success documenting solutions and sharing context so they can anticipate client needs
• Mentor junior support engineers and help establish standards and playbooks for the team
• Work across development support Services and Client Success to solve complex challenges together
  
  

QUALIFICATIONS

• 5 years in support engineering or a closely related technical role including owning complex client-facing issues end to end
• Bachelors degree in computer science or a related technical field
• Proficient in one or more object-oriented languages (Ruby Python Java or JavaScript) comfortable reading writing and debugging production code
• Strong debugging and troubleshooting skills across the stack including reproducing issues reading logs and stack traces and isolating root cause in distributed systems
• Proficient with SQL and relational databases for investigating data issues and validating fixes
• Hands-on experience with cloud environments (e.g. AWS) REST APIs integrations and web application architectures
• Familiar with Git CI/CD workflows and modern development and monitoring tooling
• Experience writing scripts to automate repetitive tasks and diagnose issues at scale
• Proven experience partnering with Services and Client Success to deliver on client projects
• Strong written and verbal communication skills able to convey technical issues and solutions to both technical and non-technical stakeholders including clients.
• Ability to be on-call and serve off hours customer once every 4-5 weeks.
• Self-driven comfortable owning your work end to end and able to carry an idea through to implementation
  
  

Youll Have an Advantage if You Have

• Experience with OAuth2 JWT or SSO
• Understanding of GDPR and secure communication principles
• Experience with Elasticsearch or monitoring tools likeGrafana or Kibana
• Exposure to Docker or containerized environments
• Familiarity withJSON XML or basic HTML/CSS
• Experience with help desk platforms likeZendesk
  
  

BENEFITS & PERKS

• Competitive pay commensurate with experience
• Flexible hybrid schedule (2 to 3 days onsite)
• Comprehensive health coverage: medical (BCBS PPO and HDHP/HSA options) dental and vision (Guardian)
• Health Dependent and Transit FSA
• Generous PTO paid holidays flexible summer hours quarterly mental health days and floating holidays
• Annual professional development stipend
• Monthly flexible benefit stipend
• 401(k) with company match
• Free in-office lunch Tuesday through Thursday
• And more!
  
  

EQUAL OPPORTUNITY EMPLOYER

Nextpoint is an equal opportunity employer. We actively work to build a diverse team and encourage candidates of all backgrounds including people of color and LGBTQ individuals to apply. All applicants are considered without regard to race color religion sex sexual orientation gender identity national origin veteran status disability or any other characteristic protected by applicable law. Pursuant to the Illinois Human Rights Act applicants have the right to be free from discrimination resulting from the use of artificial intelligence in any employment decision.

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