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).

As a Services Engineer on our Professional team youll be a dedicated billable technical resource on client engagements owning the technical planning and hands-on delivery of work that keeps eDiscovery projects on track. Youll partner closely with the Project Managers and Consultants who own the client relationship translating requirements theyve gathered into working technical solutions and serving as the technical backbone behind the scenes. Youll also collaborate with Engineering and Product to resolve issues that surface during delivery. This is a project-first role: your time is tracked against client engagements and your success is measured by delivery quality and timeliness not ticket volume.

Client Project Delivery

• Own technical delivery on eDiscovery client engagements end to end translating requirements scoped by PMs/Consultants into a technical execution plan and building against agreed timelines and budgets
• Lead technical workstreams involving data collection processing and review-platform configuration ensuring deliverables meet client specifications and legal/compliance requirements
• Act as the technical resource behind PMs and Consultants during active engagements surfacing status risks and tradeoffs clearly so they can manage the client relationship
• Join client calls as needed to answer deep technical questions but the PM/Consultant remains the primary point of contact throughout
• Track utilization and billability targets ensuring project time is allocated and reported accurately

Technical Problem-Solving Within Engagements

• Diagnose and resolve complex technical issues that arise during project delivery driving to root cause rather than a workaround to keep engagements on schedule
• Prioritize and address bug fixes with Engineering when platform issues block project delivery
• Validate data integrity and fixes using SQL and other tooling to ensure deliverables are accurate before client handoff
• Use AI tools as part of your day-to-day workflow for debugging writing scripts drafting documentation and accelerating problem-solving to increase delivery speed and quality across engagements

Collaboration and Continuous Improvement

• Partner with Project Managers and Consultants during scoping to assess technical feasibility and set realistic delivery timelines
• Document solutions and delivery playbooks so that patterns from one engagement can be reused on the next
• Provide feedback from client engagements to Engineering and Product to improve platform reliability and reduce recurring project friction
• Mentor junior engineers on project delivery practices and eDiscovery domain fundamentals

• 5 years in a technical delivery professional services or implementation engineering role including owning project scope timeline and technical execution end to end
• Experience in eDiscovery legal technology or a related regulated-data domain strongly preferred
• 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 deliverables
• 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 tooling
• Experience writing scripts to automate repetitive tasks and validate data at scale
• Demonstrated ability to use AI tools (e.g. Claude ChatGPT Copilot) effectively to accelerate development debugging and problem-solving this is a requirement of the role not a nice-to-have
• Proven track record scoping and delivering client projects on time and on budget ideally in a billable/utilization-tracked environment
• Solid written communication skills for internal documentation and handoffs to PMs/Consultants; comfortable joining a client call when deep technical input is needed but not expected to run client relationships
• Self-driven comfortable owning a project end to end and able to carry a plan through to completion

• Experience with litigation holds data collection/processing or eDiscovery review platforms (Relativity Everlaw Reveal etc.)
• Understanding of GDPR data privacy and secure communication principles
• Experience with OAuth2 JWT or SSO
• Experience with Elasticsearch or monitoring tools like Grafana or Kibana
• Exposure to Docker or containerized environments
• Familiarity with JSON XML or basic HTML/CSS
• PMP or other project/program delivery certification

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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