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 the following: 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.

This role is open to remote work; however, candidates should be local to the DMV area (DC, MD, VA) and available to travel to customer sites as needed.

What You’ll Do:

• 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:
• Perform 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 Services, Product, Customer Services) to ensure that system issues are resolved in time.
• Serve as the main point of contact to resolve all aspects of the ticket and provide updates and resolution to the customer.