Product Support Engineer
Cooley LLP
full-time
Posted on:
Location Type: Hybrid
Location: New York City • California • Illinois • United States
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Salary
💰 $120,000 - $175,000 per year
About the role
- Serve as the Level 2+ escalation owner for issues unsolved by product support specialists
- Perform structured triage, including replication, root‑cause hypothesis, impact assessment, and recommended next step
- Resolve issues directly when feasible (configuration, small fixes, scripts, workflows)
- For issues requiring engineering intervention, create high‑quality development tickets with clear problem statements, logs, reproduction steps, and acceptance criteria
- Partner with engineering to validate fixes and support release readiness
- Act as connective tissue between support, product, engineering, and training
- Communicate trends, recurring defects, and product gaps to product managers
- Participate in agile ceremonies when requested (backlog grooming, sprint planning, bug triage)
- Identify patterns in escalations and proactively recommend improvements to documentation, training materials, support workflows, or product features
- Contribute to release readiness reviews by validating bug fixes and contributing acceptance notes
- Share knowledge with support specialists and participate in their skill development under the guidance of the product support & training manager
Requirements
- 4+ years directly applicable experience (e.g., application support engineer, technical support engineer, product support engineer, or quality assurance engineer)
- Experience supporting SaaS, enterprise web applications, or custom internal tools
- Familiarity with software development practices, including agile/scrum, version control, and CI/CD awareness
- Strong diagnostic skills across APIs, web applications, authentication, data validation, and system integrations
- Hands-on experience with Azure DevOps, Jira, Confluence, or comparable systems
- Ability to read and understand code (e.g., basic familiarity with scripting languages, JSON, XML, SQL)
- Bachelor’s degree (preferred).
Benefits
- Competitive compensation
- Medical insurance
- Health savings account
- Dental coverage
- Vision coverage
- Health and/or dependent care flexible spending accounts
- Pre-tax commuter benefits
- Life insurance
- Accidental death and dismemberment insurance
- Long-term care coverage
- Backup care for children and/or adults
- 21 days of Paid Time Off (PTO)
- 10 paid holidays each year
- Generous parental leave
- Fertility benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
diagnostic skillsAPIsweb applicationsauthenticationdata validationsystem integrationsscripting languagesJSONXMLSQL
Soft Skills
communicationproblem-solvingcollaborationtrend analysisproactive improvementknowledge sharingskill development