Product Support Engineer

Cooley AI•Palo Alto, CA

3d•$120,000 - $175,000

About The Position

Cooley AI is seeking a Product Support Engineer to join the Innovation team. Cooley AI is the wholly-owned subsidiary of Cooley LLP. The frontier development arm of the leading technology law firm in the world. Our mission is to bring the best-in-class practices from the technology field into the legal domain to help lead our firm and the legal industry into the AI era. All employees of Cooley AI are employees of Cooley and are seconded to Cooley AI. As a leading technology law firm, Cooley is committed to becoming a leader in the digital practice of law. To support this mission, the Product Support Engineer plays a critical role within the support team by serving as the primary escalation point for complex and technically challenging product issues across Cooley’s application portfolio. Under the direction of the Manager of Support and Training, and with guidance from the Associate Director of Product, the Product Support Engineer bridges support and engineering by triaging, analyzing, and investigating unresolved or recurring issues. This role focuses on identifying root causes, validating resolutions, and determining appropriate next steps before escalating issues to product and development teams for final resolution, helping to improve product stability, performance, and quality over time.

Requirements

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
4+ years directly applicable experience (e.g., application support engineer, technical support engineer, product support engineer, or quality assurance engineer) - Senior level candidates considered with 5+ years' experience with proven ability to operate at an elevated level in terms of scope of responsibility, judgement and autonomy.
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)

Nice To Haves

Bachelor’s degree
Experience in Agile/Scrum environments
Familiarity with cloud platforms (Azure preferred)
Experience writing or maintaining internal troubleshooting documentation
Background in QA, systems analysis, or light development
Familiarity with user research methods, experiment design, and A/B testing
Experience collaborating closely with product teams to launch new features or products
Technical curiosity and ability to dive into application behavior, data structures, and systems
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

Responsibilities

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 guidance of the product support & training manager
All other duties as assigned or required