InfoTrack US

IT Support

• Develop a comprehensive understanding of our legal tech solutions, staying up to date with new features and updates, and sharing this knowledge with clients to optimize their experience.
• Gain knowledge about our clients, who are primarily law firms and legal professionals, and obtain a deep understanding of their unique needs.
• Understand and learn how to use our client success tools, including Salesforce, Dialpad, and our own services to track and update client orders.
• Handle and resolve customer concerns and issues promptly, ensuring a high level of customer satisfaction and retention.
• Provide top-notch technical support to clients, including troubleshooting software issues, answering inquiries, and guiding them through the effective use of our products.
• Track cases through to resolution. Escalate cases to other departments or technical leads as required.
• Maintain accurate and detailed records of client interactions and support requests.
• Act as the voice of the customer by collecting feedback, suggestions, and pain points to help improve our products and services continually.
• Participate in regular performance and development meetings with your direct manager. Track and be responsive to your KPI’s, which will include average handling time, contacts per day, and customer satisfaction scores.
• Assist with any, and all task to ensure customer satisfaction.
• Contribute to the success of the team and the company.
• Able to work collaboratively and cross-functionally with different departments.

Customer Support Helpdesk Specialist

Backend Engineer

• Build and maintain backend services for AI-powered document extraction, e-filing, and workflow automation
• Integrate with LLM APIs, OCR tools, and court systems for seamless data flow
• Write and review scalable C# code in a microservices architecture
• Collaborate with PMs, partner companies, and engineers to scope and ship features
• Improve observability for AI features (logging, metrics, cost tracking)
• Stay current on AI/document processing tools and share insights
• Contribute to shared infrastructure and cross-functional development efforts
• Ensure quality through testing, code reviews, and process improvements
• Recommend product enhancements based on technical insights and user behavior
• Support related duties as part of a lean, high-impact team

.NET Developer

Infrastructure Engineer

• Lead and execute InfoTrack US’s cloud infrastructure strategy, ensuring systems are secure, up to date, and optimized for performance and cost.
• Deliver high-quality, scalable solutions by driving continuous improvement in tools, processes, and technologies.
• Partner with developers, product teams, and global stakeholders to align infrastructure with business needs.
• Define and monitor KPIs to track operational excellence, security, and compliance.
• Build strong relationships with cloud and DevOps teams in Australia and the UK.

Senior Infrastructure Engineer

Sales Development Rep

• Respond, engage, and qualify inbound leads and inquiries
• Be the first point of contact for new business prospects and determine the next steps for each prospect moving forward
• Anticipate needs by studying services and conducting market research to identify new leads
• Engage current users to expand awareness, educate, ask for referrals, identify new opportunities and develop account intelligence
• Effectively partner and work across the InfoTrack teams, including marketing and customer success
• Work closely with the product and marketing teams to develop account intelligence, relationship maps, and use case opportunities
• Schedule online demos for the Account Executive (AE) team
• Act as the subject matter expert on the InfoTrack product

Customer Support Helpdesk Specialist

.NET Developer

Senior Infrastructure Engineer

Sales Development Representative