HiringCafe
Posted 1w ago

Technical Support Specialist

@ InfoTrack
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New York City, New York, United States
$70k-$95k/yrHybridFull Time
Responsibilities:Investigate issues, Triage issues, Collaborate teams
Requirements Summary:3+ years in technical support; Bachelor's in CS/Engineering or related field; strong troubleshooting; knowledge of SaaS, APIs, SQL; ability to translate technical issues for clients.
Technical Tools Mentioned:Jira, Salesforce, Postman, LogRocket, Datadog, SQL clients, REST APIs
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Job Description

About InfoTrack

InfoTrack is a platform that seamlessly connects law firms to the courts and to the services that they need to litigate successfully. We're global leaders in legal technology with unparalleled expertise in forging integrations that can drastically improve the efficiency of law firms and the legal system.

As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you're smart, dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, join us.

About the role

As a Technical Support Specialist, you provide Tier 2 support across InfoTrack’s production applications and service suite. You act as the bridge between Customer Support and Engineering, handling complex technical troubleshooting, reducing unnecessary escalations, and ensuring only well-documented, reproducible issues are passed to Engineering.

You also proactively monitor system performance, error logs, and service health to identify and respond to issues or potential outages before they impact clients. In doing so, you help drive timely internal escalation and minimise client disruption through early detection and resolution.

Responsibilities

  • Investigate and resolve complex client issues across product workflows, integrations, APIs, and system errors using logs, XML responses, and technical data to identify root cause and reproduce issues
  • Act as the gatekeeper for engineering escalations, ensuring tickets are clearly documented with reproduction steps, impact, and supporting information before routing
  • Accurately triage issues to determine whether they are bugs, user errors, or known issues, and route them appropriately
  • Proactively identify recurring issues and system patterns to reduce repeat incidents and improve overall product stability
  • Partner with Product and Engineering to drive systemic fixes and contribute to automation and tooling improvements
  • Provide hands-on, client-facing technical support, including step-by-step troubleshooting and participation in live client calls for complex issues
  • Translate technical concepts into clear, simple language for clients during support interactions
  • Take ownership of high-impact or sensitive client issues to ensure a smooth, end-to-end resolution experience
  • Create and maintain internal troubleshooting guides, playbooks, and known issue repositories to support faster resolution and consistency
  • Train and support Customer Support Specialists on common technical issues and resolution approaches
  • Collaborate closely with Customer Support, Engineering, and Product teams to resolve issues efficiently and share actionable insights on client pain points.