Product Support Engineer

Product Support Engineer

Cooley is seeking a Product Support Engineer to join the Product team, which is part of the larger Innovation group at the firm.

About Cooley: Cooley is a global law firm with an expansive practice and more than 3,000 employees and partners worldwide. We value and celebrate diverse perspectives and strive to create a workplace where every individual can thrive. At the core of Cooley's success is the exceptional talent and unwavering spirit of our people. We embrace individuality while fostering a 'one-firm' culture where collaboration and creativity thrive.

Our people are the foundation of our success and the driving force behind everything we do.

Hybrid

Schedule:

As part of the Cooley culture, we recognize and appreciate the value of being together, in person, to build camaraderie with others in the office and to be a contributing member of the Cooley office. However, we also appreciate the benefits and flexibility that come from remote working. As such, the default assumption for employees and partners is a hybrid schedule: some in-office presence and some work from home days absent certain essential in-office roles that require five (5) days/week in-office.

As a leading technology law firm, Cooley is committed to becoming a leader in the digital practice of law. To support this mission, the Product Support Engineer plays a critical role within the support team by serving as the primary escalation point for complex and technically challenging product issues across Cooley's application portfolio. Under the direction of the Manager of Support and Training, and with guidance from the Associate Director of Product, the Product Support Engineer bridges support and engineering by triaging, analyzing, and investigating unresolved or recurring issues.

This role focuses on identifying root causes, validating resolutions, and determining appropriate next steps before escalating issues to product and development teams for final resolution, helping to improve product stability, performance, and quality over time. Specific duties and responsibilities include, but are not limited to, the following:

• Serve as the Level 2+ escalation owner for issues unsolved by product support specialists
• Perform structured triage, including replication, rootcause hypothesis, impact assessment, and recommended next step
• Resolve issues directly when feasible (configuration, small fixes, scripts, workflows)
• For issues requiring engineering intervention, create high quality development tickets with clear problem statements, logs, reproduction steps, and acceptance criteria
• Partner with engineering to validate fixes and support release readiness

• Act as connective tissue between support, product, engineering, and training
• Communicate trends, recurring defects, and product gaps to product managers
• Participate in agile ceremonies when requested (backlog grooming, sprint planning, bug triage)

• Identify patterns in escalations and proactively recommend improvements to documentation, training materials, support workflows, or product features
• Contribute to release readiness reviews by validating bug fixes and contributing acceptance notes
• Share knowledge with support specialists and participate in their skill development under guidance of the product support & training manager
• All other duties as assigned or required

• After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
• Ability to work extended and/or weekend hours, as required
• Ability to travel, as required
• 4+ years directly applicable experience (e.g., application support engineer, technical support engineer, product support engineer, or quality assurance engineer) - Senior level candidates considered with 5+ years' experience with proven ability to operate at an elevated level in terms of scope of responsibility, judgement and autonomy.
• Experience supporting SaaS, enterprise web applications, or custom internal tools
• Familiarity with software…