Technical Support Specialist

Assembly Software

27d•Remote

About The Position

Being a Technical Support Specialist at Assembly Software is not a script-reading job. Our AI agent already answers the routine how-to questions, which means the conversations that reach you are the ones that need a person: a login that fails after a Windows update, an integration returning an error code, a configuration that worked last week and does not today. As a Technical Support Specialist on our Tier 1 team, you own those issues from first contact through resolution, and you decide when to bring in a subject matter expert. You will work across Neos, our cloud practice management platform, and our on-premise products, Needles and TrialWorks, and you will build real depth in at least one specialty area along the way. We are rebuilding how support works. AI handles the repetitive questions, so the humans on the team spend their time on troubleshooting, judgment calls, and making sure a fix gets written down once and reused by the whole team and by the AI agent itself. If you have a year or more in technical support and want the harder tickets, this is the version of the role where that is the job.

Requirements

At least a year in technical support, help desk, or IT support, ideally helping business software customers.
A troubleshooting habit that favors evidence over guessing.
The ability to teach yourself new software from documentation.
The ability to explain technical things clearly to people who are not technical.
Comfort using AI assistants in daily work, and the judgment to notice when they are wrong.
Solid Windows and Microsoft Office skills, including the ability to work through common permissions and connectivity problems.

Nice To Haves

Experience with Windows Server, Office 365, SQL Server, APIs, Intercom, RingCentral, or legal software.
Time spent in a law firm, especially a plaintiff or personal injury practice.

Responsibilities

Support customers by phone, email, and chat, including conversations handed off from our AI agent.
Troubleshoot software, Windows, network, login, and remote desktop issues with a methodical approach: reproduce it, isolate the variables, document what you tried.
Use AI tools such as Intercom Copilot to find answers before escalating.
When escalating, send a clean, documented handoff that Tier 2 and our Customer Support Engineers can act on without sending it back.
Handle first-line API requests, including access, key resets, and basic integration checks.
Document new solutions.
Flag gaps in our knowledge base and AI content.
Join the on-call rotation once trained.
Become the team's go-to person in a specialty area, whether that is on-premise installs, hosting, API, or a Neos feature area.