Technical Support Engineer

🕒 October 22

🇺🇸 United States – Remote

💵 $95k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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• Open for 19 days.

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PacerPro

WebsiteLinkedInAll Job Openings

11 - 50 employees

⚖️ Legal

☁️ SaaS

💰 $620k Seed Round on 2011-12

Legal • SaaS • Legal Services

PacerPro is a leading provider of court data workflow automation for legal teams, serving half of the Am Law 100. The company specializes in simplifying state and federal court filings and automating court filing downloads, enhancing efficiency for case management. PacerPro's products, such as PDF2Go, Manifold, and PACER Overlay, offer real-time delivery of court filings and automated data collection, making legal information more accessible and manageable. PacerPro's services help unleash the power of collective legal experience and streamline knowledge management, ultimately delivering greater value to legal clients.

📋 Description

• Investigate customer reports about missed, incorrect, duplicate or bounced notification emails and documents, find the cause, and escalate to engineering with clear context • Set up and maintain customer configuration, including naming conventions, distribution lists, case follows and client codes • Manage accounts and users, including SSO, domain changes, trials and subscription fixes • Support enterprise customers through onboarding and integrations with their document management systems, working directly with their IT teams • 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 • Automate repetitive tasks for yourself and the wider customer success team through self-serve tools and runbooks • Use support and operations tools such as HubSpot, Jira, Confluence and Slack, plus logs, dashboards, Ruby/Rails and SQL for investigation, minor fixes and automation

🎯 Requirements

• 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 • Strong troubleshooting skills: you form hypotheses, isolate variables and trace problems through logs and data • Working knowledge of one or more programming languages, and SQL for to troubleshoot and fix issues • Comfort with CSV and spreadsheet data, and care when making changes in bulk • Understanding of email delivery basics, such as bounces, suppression lists, SPF, DKIM and DMARC • Clear written and verbal communication, including explaining technical issues to non-technical audiences • Good judgment on when to fix something yourself and when to escalate

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