Technical Support Engineer

The Technical Support Engineer (TSE) serves as a key player within Casepoint’s US technical Support team. This customer‑facing position supports Government and Commercial customers as they perform their eDiscovery tasks and provides technical support as needed.

The TSE provides user support for enterprise self‑service clients by troubleshooting and resolving issues with ingestion, processing, productions, data loading issues, cloud collections, integrations, and legal hold. TSEs also provide technical support to troubleshoot all Casepoint platform application issues and develop root‑cause analyses. Strong candidates must have the right combination of organizational, multi‑task management skills, technical acumen and/or education, and electronic discovery experience to successfully manage multiple tasks serving commercial customers.

This role is ideal for someone with a solid foundation in eDiscovery who is ready to take on more responsibility and contribute to the success of high‑stakes legal projects.

Location Preference: Priority consideration will be given to candidates located in the DMV (D.C., Maryland, Virginia) area. Applicants outside the region may also be considered based on qualifications and hiring needs.

Remote Work Eligibility: This role is eligible for remote work from the following states: AR, AZ, CA, CO, CT, DC, DE, FL, GA, IL, IN, KS, KY, LA, MA, MD, MI, MN, NC, NH, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TX, VA, WA, WI, WV, WY. Applicants must reside in one of these states at the time of hire and throughout employment.

If you live outside these states, we’re not able to consider your application at this time.

Salary Range:

• DMV Area: $95,324–$115,190
• National (Outside DMV): $85,638–$103,486

Compensation will be based on experience, qualifications, and location.

• Responsible for day‑to‑day task needs with government and commercial customers
• Respond to end users and customers on basic technology‑related issues and questions
• Capture detailed information regarding the issue and resolutions in the ticket tracking system
• Manage, track, and resolve tickets within service level agreement thresholds, escalating as needed
• Support users who have issues with ‘self‑service’ eDiscovery tasks, such as ingestion, processing, productions, data loading, cloud collections, legal hold, and other Casepoint platform application integrations. In addition, provide user support for the following: data analysis, data exports, and data manipulations
• Convert, normalize, and migrate data from a variety of databases, converting text and image files to various formats
• Provide coding support (e.g., Postgres) as needed for data ingestion, processing, or analysis. Address exceptions that occur while data processing, data ingestion, or any other eDiscovery requests
• Perform data disposition activities like archive and deletion
• Complete user‑based administration tasks, including creating categorization tags and running searches in order to complete litigation support tasks
• Set and manage expectations with customers
• Communicate with project leads on estimates and deadlines for tasks
• Assist project managers with Casepoint application tasks

• Understand various components of the platform ELK Stack, PostgreSQL, Redis, Rabbit MQ, API servers, and their interaction. Possess basic understanding of virtual/cloud infrastructure and networks
• Possess a basic understanding of file transfer technologies across various cloud/on‑prem platforms
• Analyze issues and provide detailed analysis to the Product team
• Work with customers to reproduce issues and share the exact details with the Product team
• Develop root cause analysis
• Apply basic knowledge of PostgreSQL queries and procedures – advanced understanding is a plus
• Provide structured and non‑structured data analysis, data modeling, and optimization.
• Make recommendations related to the performance and efficiency of data storage including more effective use of indexes or other DBMS specific features
• Debug code with guidance from product team for troubleshooting

• Coordinate with internal teams (Information…