Legal​/Product Support Specialist

Legal Applications / Product Support Specialist

Sophus is seeking a Legal Applications / Product Support Specialist to provide day-to-day support, configuration, and optimization for legal technology platforms. This client-facing role partners with attorneys, legal operations teams, and IT to resolve issues, manage system enhancements, and deliver reliable, user-focused solutions that improve efficiency and adoption.

Own day-to-day application support and workflow configuration for legal platforms from triage through resolution and release. Bridge legal operations needs with practical, maintainable configuration and reliable, professional user support.

• Configure and maintain legal applications across matter types, forms, fields, page layouts, and templates.
• Build and maintain workflow rules, automation, notifications, and routing logic.
• Manage user roles, permissions, security models, and access controls.
• Develop and maintain reports, dashboards, saved searches, and operational views.
• Configure validation rules, picklists, reference data, and standardization controls.
• Maintain configuration documentation and release notes to keep environments supportable.
• Use sandbox and development environments appropriately; coordinate deployments to test and production.

• Serve as the primary point of contact for end-user support requests across supported legal platforms.
• Triage, prioritize, and resolve tickets related to configuration, workflow, permissions, and user access.
• Communicate clearly and professionally with attorneys, legal operations staff, and practice support teams throughout the resolution process.
• Escalate complex or systemic issues to technical leads with appropriate documentation and context.

• Build UAT plans and test scripts tied to configuration changes and release items.
• Coordinate issue triage, prioritize fixes, and drive issues through retesting and closure.
• Support go-live activities, deployments, and post-release stabilization.

• Work directly with attorneys, legal operations, practice support, and IT teams to drive decisions and adoption.
• Provide clear status updates, flag risks, and communicate options during delivery.
• Contribute to standard methods and reusable templates across engagements.

• Minimum 5+ years of experience working in a law firm or corporate legal department supporting legal technology and legal operations workflows.
• Demonstrated hands-on configuration experience with one or more practice management or case management platforms (Pro Law, Clio, Mitratech, Elite, File Vine, Legal Files, Practice Panther, or comparable).
• Strong understanding of legal operations workflows from intake through matter closeout.
• Solid working knowledge of user permissions, access controls, workflow configuration, and operational reporting.
• Effective troubleshooting and issue triage skills; calm and consistent under pressure.
• Strong written and verbal communication skills, with a professional and empathetic user-support style.
• Candidates must currently be located in the United States and authorized to work in the US.

• BS/BA required; MS/MBA or JD a plus.
• Consulting background in legal technology, managed services, or equivalent client-facing delivery.
• Experience with integrations, data conversion or migration coordination, and reporting or BI.
• Familiarity with document management systems such as iManage or Net Documents.
• Certifications:
  
  CBAP/PMI-PBA, ITIL Foundation, PMP (helpful but not required).

Established in 2003, Sophus is a legal technology consulting firm that helps government agencies, corporations, and law firms improve how their legal technology ecosystems operate in the real world. We do not just implement systems. We optimize them for the people who use them, with a delivery approach grounded in experience, integrity, and practical execution. Our teams are known for delivering calm, clear guidance during periods of significant complexity and change.

We offer a compensation package that includes 401K, comprehensive health insurance, paid holidays, a flexible spending plan, and performance incentives. Sophus encourages employees to maintain a healthy lifestyle through flexibility to shift work hours for volunteer activities, self-development, physical or mental fitness, and time with family.