Associate Platform Support Engineer

iManage•Chicago, IL

2d•$75,000 - $80,000•Hybrid

About The Position

We offer a flexible working policy that supports a healthy balance between personal and professional well-being. This role requires in-office presence on Tuesdays & Thursdays to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance. Being an Associate Platform Support Engineer at iManage Means… You’re a data‑driven problem solver with experience triaging issues at scale. You excel at breaking down complex technical problems and explaining them clearly to a wide range of audiences. You’re a passionate customer advocate who works proactively to anticipate issues, identify patterns, and raise visibility to problems in a thoughtful, data‑guided way. The Platform Support role sits within the Customer Reliability team. This team is deeply knowledgeable in the consumption and reliability of the iManage Cloud platform across services and interfaces (both first‑party and partner). They set the standard for how we anticipate, communicate, and respond to reliability issues while driving ongoing, iterative improvements across products and services—internally and externally. When multifaceted reliability challenges arise that don’t fit neatly within existing constructs, the Customer Reliability team steps in as customer advocates, guiding data‑led decision making and supporting holistic, platform‑wide improvements based on lessons learned.

Requirements

A Bachelor’s degree in computer science or information technology.
The ability to distill and communicate highly complex issues for a non-technical audience.
Exposure to distributed cloud service technologies.
Experience with debugging and utilizing REST APIs for data analysis or manipulation.
Familiarity with log aggregation and monitoring tools (Kibana, Splunk, Grafana).
A passion for technology, solving challenging problems, and a development mindset.

Responsibilities

Developing and maintaining a deep technical knowledge of our iManage platform services.
Collaborating with customer-facing, product, and infrastructure teams on the development and deployment of scalable, reliable software for our customers.
Proactively assisting internal teams and customers to avoid or reduce problem occurrence.
Conducting incident management and contributing to associated retrospective/postmortem as needed and providing feedback to teams for product improvement and reliability.
Working cross functionally with product, engineering, and site-reliability engineering on enhancements to our platforms monitoring capabilities across all products
Advocating for users and stakeholders by exposing friction and reliability concerns within the products that contribute to customer service pain points.
Identifying and mitigating reliability risks.
Utilizing data to be a leader in continuous improvement.

Benefits

Join a rapidly evolving, industry-leading SaaS company on an exciting journey of growth and scalability!
Take on meaningful, high-impact challenges by leveraging cutting-edge technologies and best-in-class protocols to drive innovation.
Own my career path with our internal development framework. Ask us more about this!
Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training.
Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture.
Enjoy flexible work hours that empower me to balance personal time with professional commitments.
Collaborate in a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events.
Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it.
Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data.
Rewarding me with an annual performance-based bonus.
Offering comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%.
Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.
Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.
Having multiple company wellness days each year to prioritize mental health and well-being.
Providing access to RethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success through expert-led training and resources.