Technical Support Engineer

Filevine is forging the future of legal work with cloud-based workflow tools. We have a reputation for intuitive, streamlined technology that helps professionals manage their organization and serve their clients better. We’re also known for our team of extraordinary and passionate professionals who love working together to help organizations thrive. Our success has catapulted Filevine to the forefront of our field—we are ranked as one of the most innovative and fastest-growing technology companies in the country by both Deloitte and Inc.

Our Mission

Filevine is building the seamless intersection between legal and business by creating a world- class platform to help professionals scale.

About Filevine:

Filevine is changing the way legal work gets done for law practitioners and their clients. As the leading legal operating system, Filevine is dedicated to empowering organizations with tools to simplify and elevate complex, high-stakes legal work. Powering everything from document and case management to timekeeping, billing and business analytics, over 3,400 law firms and legal teams use Filevine daily to deliver excellence.

2023 was a groundbreaking year for Filevine, as we launched a suite of AI-powered features that are transforming the legal industry.

• LeadsAI helps law firms evaluate cases faster, analyze client sentiment, identify potential problems, and predict case success
• DemandsAI is an AI-driven demand letter generation solution that helps law firms prepare demand letters more quickly and accurately
• ImmigrationAI streamlines the immigration process by automating tasks, reducing errors, and ensuring accuracy
• AI Fields is a powerful tool that can enhance legal work by minimizing manual tasks, facilitating fact-checking, and quickly answering complex queries
  
  
  

With these groundbreaking AI features, Filevine is empowering law firms and legal teams to deliver excellence to their clients with unprecedented speed and efficiency.

Our Mission

Filevine is building the seamless intersection between legal and business by creating a world-class platform to help professionals scale.

Job Summary

The Technical Support team works with customers most frequently, and thus, we are looking for candidates with a passion for providing world-class support. Your job will be to understand Filevine’s products and to assist with issues, training, documentation, and escalations. We are looking for empathetic, technically skilled problem solvers with a knack for digging to the root of problems and offering solutions. This role will start with email support and then progress towards video call support. The Technical Support team works closely with all parts of the organization to ensure the customer experience is seamless and consistent. This also means we hope after the experience is gained, Technical Support Engineers advance their career with Filevine with opportunities in:

• Quality Assurance
• Product Management
• Sales Engineering
• Data Migrations
• Product Solutions
• Customer Success
  
  
  

This is an onsite and in-office position based in Salt Lake City, UT. Reporting to the Manager of Customer Support, you will be responsible for the following:

Responsibilities:

• Work directly with customers to investigate and resolve technical issues
• Learn and gain exposure to all of our tools to become a product knowledge expert and develop the skills necessary to grow your career with us
• Work cross-functionally with different departments to grow your knowledge, ensure we have healthy communications across the organization, and truly provide our clients with the best experience.
  
  
  

You may:

• Communicate up-sale opportunities with the Sales Department
• Work with Product Owners to help them understand customer needs
• Meet with Customer Success and Account Managers to share feedback to understand customer feedback and improve relationships
• Help the Training team identify where customers may need more targeted or thorough training
• Assist the recruiting and HR teams by shaping Support team onboarding procedures
• Participating in special projects to gain a more well-rounded understanding of our organization, such as beta testing new features and shadowing other teams
  
  
  

Develop and maintain resources by:

• Writing internal knowledgebase articles
• Recording tutorials
• Contributing to the continuous improvement of our Support site
• Training other client-facing teams on basic troubleshooting steps
• Presenting in company meetings about updates to Support processes or tools
• Contribute to the Customer-for-Life culture by bringing fresh ideas, strong opinions, and a passion for the customer experience
  
  
  

Qualifications:

• Demonstrated ability to effectively communicate technical and business issues and solutions across organizational levels and with customers
• A love for problem-solving, troubleshooting issues, and a strong drive to learn new technologies
• Ability to work with new technologies and assimilate information rapidly
• 1-3+ years experience in Customer Support or similar customer service/technical support role
• College graduate with a technical degree or equivalent hands-on experience
• Ability to self-manage a dynamically changing workload, and work in a fast-paced environment and prioritize work according to customer impact or severity
• A strong desire for growth and career advancement
  
  
  

Filevine is an Equal Opportunity Employer. Qualifications for employment, promotion and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, veteran status, or other legally protected class. Filevine is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation due to disability, or if you have concerns related to Filevine’s equal employment opportunities, you may contact us at legal@filevine.com

Cool Company Benefits:

• A dynamic, rapidly growing company, focused on helping organizations thrive
• Medical, Dental, & Vision Insurance (for full-time employees)
• Competitive & Fair Pay
• Maternity & paternity leave (for full-time employees)
• Short & long-term disability
• Ergonomic and height-adjustable workstations for onsite employees
• Opportunity to learn from a dedicated leadership team
• Weekly Taco Lunches in the summer/fall/spring for onsite employees
• Centrally located open office building in Sugar House
• Flexible hybrid work schedules depending on the department with some departments offering fully remote positions in the United States (R&D)
• Top-of-the-line company swag
  
  
  

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