Technical Support Engineer - New York City Metropolitan Area
2 days ago
Job description
Role:
Technical Support Engineer
Location:
New York City (Hybrid)
About:
We are representing a high-growth, venture-backed AI company that is transforming how global organisations review and analyse legal documents.
Their proprietary AI platform is used by leading international firms and Fortune 500 companies to accelerate document review, improve accuracy and reduce risk. Recognised as one of the most innovative companies in the legal AI space, the business has secured significant venture backing and continues to deliver strong year-on-year growth across the US and Europe.
With enterprise adoption accelerating and new client wins across major global markets, they are expanding their US team in New York.
The Role
You will join the customer-facing Support function, acting as the first point of contact for enterprise clients using the AI platform.
This is not a traditional IT helpdesk role. You will work closely with sophisticated legal and corporate users, helping them maximise the value of the platform while troubleshooting and resolving product-related queries.
You will:
- Manage customer queries from initial triage through to resolution
- Build strong relationships with enterprise clients
- Troubleshoot product and workflow issues, escalating where appropriate
- Liaise with technical specialists and product teams
- Develop in-depth knowledge of the AI platform and how it applies to contract analysis
- Ensure clear, professional communication throughout the support lifecycle
What They're Looking For
- Bachelor's or Master's degree (strong academic track record preferred)
- Analytical thinker with strong problem-solving skills
- Excellent written and verbal communication
- Highly organised and detail-oriented
- Interest in working in a customer-facing enterprise SaaS environment
- Exposure to SaaS, legal tech or eDiscovery is advantageous but not essential
Competitive NYC salary in line with high-growth enterprise SaaS market expectations.
For a confidential discussion, please apply
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