Senior Technical Support Analyst

About the role

We are seeking a Senior Technical Support Analyst to join our team in Austin, TX. This role is essential for providing expert assistance to our clients using Disco's innovative legal technology products. You will work closely with customers to resolve technical issues, ensuring they can effectively utilize our solutions. The successful candidate will act as a technical expert for the Disco Platform and Cecilia AI, navigating complex environments to ensure operational continuity. You will own the end-to-end resolution of intricate technical problems, maintaining the integrity of the customer experience. This position requires a proactive approach to identifying root causes and implementing sustainable fixes for high-profile cases. You will serve as the primary escalation resource for the support organization, handling the most challenging inquiries with precision. Through your work, you will directly contribute to maximizing client retention and satisfaction by ensuring seamless product functionality.

Key facts

What you'll do

• Orchestrate advanced technical interventions for the Disco Platform and Cecilia AI, managing critical incidents from initial report through verified resolution.
• Conduct in-depth diagnostics of system performance issues, analyzing logs and configurations to isolate root causes impacting enterprise clients.
• Architect and execute complex troubleshooting procedures for data migration, integration, and environment setup challenges.
• Synthesize intricate technical findings into clear, actionable reports for internal engineering teams to drive product improvements.
• Partner with product specialists to replicate elusive bugs in controlled environments, facilitating faster development cycles.
• Develop and maintain dynamic knowledge base articles that empower junior analysts and enhance first-call resolution rates.
• Design and deliver structured training programs that upskill support staff on new features and advanced support methodologies.
• Monitor key support metrics, identifying trends that indicate systemic issues and proposing preventative strategies to leadership.
• Act as a strategic consultant for top-tier clients, aligning technical support with their broader business objectives.
• Implement rigorous validation checks post-resolution to guarantee stability and prevent regression in client environments.
• Coordinate cross-functional communications to ensure alignment between support, engineering, and client success teams.
• Leverage CRM systems to document every interaction with meticulous detail, creating a comprehensive audit trail for complex cases.
• Perform proactive health checks on client deployments to identify potential risks before they escalate into critical outages.
• Evaluate the efficacy of support processes and iterate on workflows to optimize team efficiency and customer satisfaction.

Requirements

• Hold a Bachelor's degree in Computer Science, Information Technology, or a related field from an accredited institution.
• Possess a minimum of 5 years of experience in a technical support role, with a demonstrated history in the software or legal technology industry.
• Demonstrate a strong understanding of software troubleshooting techniques, including hypothesis testing and version isolation methods.
• Exhibit fluency in customer service principles, particularly in high-stakes environments where client trust is paramount.
• Show proficiency in using support ticketing systems such as Zendesk or ServiceNow and remote support tools like VPN and screen sharing software.
• Validate eligibility to work in the United States without requiring sponsorship for the position offered.
• Maintain the ability to perform essential job functions, with or without reasonable accommodation, in a professional office setting.
• Commit to adhering to all company policies, security protocols, and data confidentiality agreements during employment.

Nice to have

• Demonstrate familiarity with legal terminology, concepts, and standard industry processes to accelerate client onboarding.
• Show experience with cloud-based software solutions, including SaaS architecture models and multi-tenant configurations.
• Possess knowledge of programming languages such as Python or JavaScript to assist in basic script debugging and automation tasks.

Practical notes

• This is a full-time position based in Austin, TX.
• Applications will be accepted until the position is filled.
• Disco offers a comprehensive benefits package, including health insurance, retirement plans, and professional development opportunities.
• Candidates must be eligible to work in the United States.