Product Support Specialist

Cooley LLP

Product Support Specialist providing customer service excellence in online service offerings at Cooley. Collaborating with practitioners and technical teams for effective issue resolution.

Posted 7/30/2026full-timeLos Angeles • California, District of Columbia, Illinois, Washington • 🇺🇸 United StatesMid-LevelSenior💰 $93,000 - $135,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in first-level support and product management for online services, with a strong focus on user experience and collaboration across technical teams. Proficient in project management processes and familiar with web technologies, ensuring effective onboarding and support for users.

Highest-signal resume keywords

4+ Years Experience In User SupportProduct Presentation And Demonstration SkillsSoftware Development Project ManagementFamiliarity With Microsoft Office SuiteExperience In Legal Services Environment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

User SupportTroubleshootingProject ManagementWeb TechnologiesHTMLCSSPythonApplication DevelopmentFeature Development TrackingCustomer Success Planning

Soft Skills

CollaborationCommunicationProblem-SolvingTraining CoordinationUser Experience Advocacy

Tools & Technologies

Microsoft TeamsIntercomKanban BoardsWiki ToolsIManage

Industry Keywords

Legal ServicesAMLAW 200In-House Legal DepartmentEnd-User EngagementApplication Support

Tech Stack

Tools & technologies

Python

About the role

Key responsibilities & impact

Perform first-level support and product management functions for online service offerings
Work directly with the firm’s practitioners across offices and practice areas
Collaborate with other technical teams
Track and manage internal and third-party application development or systems infrastructure change requests
Interact with outside developers, clients and their teams of attorneys, business professionals and Practice Engineering team members to help them with their questions regarding use of the platform
Assist in onboarding and provide ongoing support with other team members to effectively and efficiently solve users’ issues
Understand user pain points, clearly communicate their concerns internally and help influence product decisions that will create a better user experience
Help develop and implement a customer success plan to better serve our users at scale
Create and maintain project planning documentation
Assist with coordination of training, support, documentation and resource material in support of processes and systems

Requirements

What you’ll need

4+ years direct applicable experience (e.g., engaging with end-users to provide support of online services, including troubleshooting)
Experience giving product presentations and demonstrations to small groups (1-5 people)
Experience managing software development projects, in particular issue and new feature development tracking
After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
Ability to work extended and/or weekend hours, as required
Ability to travel, as required
Familiarity with collaboration tools such as Microsoft Teams, Intercom (or similar ticketing systems), kanban boards, and wiki tools
Familiarity with project management processes, especially those related to application development
Awareness of the capabilities of web technologies generally, especially HTML, CSS, and Python
Experience working in a legal services environment with preference to experience in AMLAW 200 law firm or in-house legal department with greater than 50 attorneys.

Benefits

Comp & perks

Medical
Health savings account (with applicable medical plan)
Dental
Vision
Health and/or dependent care flexible spending accounts
Pre-tax commuter benefits
Life insurance
AD&D
Long-term care coverage
Backup care for children and/or adults
Other parental support benefits
21 days of Paid Time Off ("PTO")
10 paid holidays each year
Generous parental leave
Fertility benefits