Platform Support Engineer

Customer Support - Chicago, IL - Full Time

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 maintaining flexibility for meaningful work‑life balance.

Being a Platform Support Engineer at iManage Means…

You’re a data‑driven problem solver with experience triaging issues  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.

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 retrospectives/postmortems 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 lead continuous improvement efforts.

Qualifications

• 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.

We encourage applicants who bring a growth mindset and a hunger for learning—even if their past experience doesn’t align perfectly with every qualification.

Benefits and Support

• Competitive market salary in the $75,000–$80,000 range (dependent on qualifications, experience, and location).
• Annual performance‑based bonus.
• Comprehensive Health, Vision, Dental, and Life Insurance.
• 401(k) Retirement Savings Plan with up to 4% company match.
• Enhancements to parental leave: 20 weeks 100% paid primary leave, 10 weeks 100% paid secondary leave.
• Flexible time‑off policy for vacation, volunteering, holidays, family, or personal recharge.
• Multiple company wellness days annually.
• Access to Rethink Care, a global behavioral health platform.

We provide an inclusive environment where you can help shape culture while enjoying modern, open‑plan workspace amenities.

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