Cooley LLP

Support Engineer

• 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

Product Support Engineer

Compliance

• Ensure compliance with risk management policies related to engagement letters, conflict waivers and ethical screens
• Timely track and follow up on the completion of New Business requests pending executed engagement letters and conflict of interest waiver letters
• Draft, set-up, and maintain Include Only ethical walls in the Firm's ethical walls database
• Analyze, review and draft database warnings and alerts
• Analyze and process matter name changes, including identifying existing or potential conflicts for each request by reviewing and analyzing conflict reports and supporting documents
• Resolve outstanding requests from departing or departed timekeepers and secretaries
• Interact regularly with partners - through email and telephone to investigate and resolve potential issues
• Inform and advise firm attorneys and counsel of any special circumstances surrounding complicated forms
• Assist when needed with all aspects of conflicts analysis
• Awareness of current legal trends and information
• Perform conflicts case law and legal ethics research
• Provide conflicts training for secretaries, practice team assistants paralegals, attorneys, and other business professionals, as needed
• Assist with department projects as necessary (e.g., IntApp Terms Project)
• Participate in proof-of-concept testing of new technologies or solutions
• All other duties as assigned or required

BIC Compliance Analyst

Attorney

• Perform substantive document review of both physical and electronic records
• Review and code documents for responsiveness, relevancy, confidentiality, risk management issues and privilege
• Review and analyze information to help determine its relevance to a case
• Utilize e-discovery software to narrow review and tag documents
• Assist with legal hold reviews
• Participate in special projects as assigned by the IG Compliance Manager
• Work with members of the office of the General Counsel as necessary regarding risk management issues
• All other duties as assigned or required

Information Governance File Review Attorney

Solutions Engineer

• Responsible for the management, design and development and testing of legal workflow automations, form-building solutions and expert knowledge systems
• Elicit attorney/practitioner requirements, map end-to-end process steps, define decision points and failure modes, and produce clear acceptance criteria and test cases that make the workflow measurable and reviewable
• Rapidly build and iterate working proofs-of-concept that validate feasibility of repeatable processes, combining deterministic logic (rules/scripting) with AI steps (prompting, retrieval, tool-use/agents) to produce usable outputs aligned to acceptance criteria
• Working with Knowledge Management and practitioners, create/maintain the workflow’s “source of truth” (playbooks, templates, matter-type guidance, clause libraries, FAQs), implement retrieval strategies and citation/traceability expectations, and partner with attorneys to ensure substantive content accuracy and ongoing governance of knowledge updates
• Evaluate AI and technology components; design measurable validation workflows (including Python-based integrations) to test use cases, assess feasibility, and generate stakeholder-ready findings
• Build RPA workflows and API integrations to measure and report adoption and performance; deliver executive-facing analytics that enable leadership advocacy and decision-making
• Design and maintain knowledge applications, including working with Knowledge Management and attorneys to ensure substantive legal content is accurate
• Coordinate training, support, documentation and resource material in support of processes and systems
• Engage with end-users to gather feedback, observe and map routines and processes
• Create and maintain project planning documentation, including business end-user requirements, user and administrative workflows and quality assurance procedures
• All other duties as assigned or required

Artificial Intelligence Solutions Engineer

Analyst

• Daily docketing of firmwide matters in firm calendar
• Perform case audits from calendar system
• Respond to requests for data on all matters in firm calendar
• Train Docket Analysts in calendaring procedures and electronic filing procedures
• Assist Senior Docket Manager with calendar training and workshops
• Research all local, state, federal and administrative rules as requested
• Complete court filings – including traditional (paper) filings and electronic filings
• Act as liaison between case teams and vendors regarding service of process and coordination of delivery/retrieval of documents from courts
• Coordinate or serve as project manager for special projects within the department on an as-needed basis
• Review, for form and procedural compliance, documents served and filed by the Firm
• Keep abreast of developments, procedures, and rules in the forums where the firm practices including general state and federal practice
• Mentor new department members and help to promote an elevated level of accuracy, efficiency, and integrity of the Firm's docket systems
• Maintain and update various department resources
• All other duties as assigned or required

Senior Docket Analyst

• Analyze and process all conflict requests
• Prepare database search terms and create conflicts reports
• Perform corporate research to confirm the identity of related parties
• Identify existing and potential conflicts
• Understand and interpret database results and conflicts reports
• Prepare concise descriptions of prospective conflicts landscape
• Interact regularly with partners to investigate potential issues
• Provide regular updates to responsible attorneys
• Maintain conflicts resolution notes and responses for each request
• Request waivers for all matters requiring consent
• Draft conflict waivers and engagement letters
• Inform and advise firm attorneys of any special circumstances
• Draft and implement necessary ethical screens
• Perform conflicts case law and legal ethics research
• Provide conflicts training for secretaries and other business professionals

Product Support Engineer

BIC Compliance Analyst

Information Governance File Review Attorney

Artificial Intelligence Solutions Engineer

Senior Docket Analyst

Conflicts Analyst – New Business