Technical Support Engineer

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Description

About this Job You’ll be joining the Engineering team responsible for delivering PacerPro ’s SaaS and on-premise solutions that orchestrate case data workflows and provide data driven legal insights for our clients. As a Technical Support Engineer, you’re the technical bridge between our customers and our engineering team. You’ll investigate issues, resolve what you can yourself, and hand off the rest with a clear, well-scoped ticket. You’ll also work with our customer success team, law firm IT and litigation support teams, as well as the engineers who build the PacerPro applications. This is a technical support role, not a software engineering position. You won’t be writing or shipping product code, but you’ll be hands-on with data, tooling and troubleshooting. What you’ll do 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 Aut

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