Nd Line Technical Support Engineer

Role & responsibilities

• Own the second‑line support queue – investigate, diagnose and help resolve escalated tickets across the Syncly platform and integrated systems.
• Pick up our standard ticketing workflow in Zendesk: triage incoming escalations, communicate status to clients and internal stakeholders, and drive tickets to resolution within SLA.
• Be customer‑facing where the situation calls for it – join client calls to clarify complex issues, walk through diagnostics, and confirm resolution. Comfortable representing Syncly directly to clients and partners.
• Troubleshoot complex, cross‑system issues across our platform and the integrated legal tech ecosystem (HighQ, iManage, CoCounsel, document management systems, Microsoft 365, and similar).
• Use logging and observability tools such as Microsoft Insights to investigate issues, trace data flows, and pinpoint root cause.
• Work fluently within Azure Dev Ops (ADO) and Zendesk: capture reproducible bug reports, raise and track engineering tickets, and maintain a clean audit trail from customer issue through to fix.
• Work with our engineering teams to reproduce issues, validate fixes, and confirm resolution back to the client.
• Perform root cause analysis on recurring or high‑impact issues and produce concise, actionable write‑ups for product, engineering, and Client Experience.
• Contribute to the Syncly knowledge base and internal runbooks capturing fixes, workarounds, and diagnostic patterns so they don't have to be solved twice.
• Collaborate with first‑line, Customer Success Engineers, and partner‑facing teams (including those supporting Thomson Reuters' CoCounsel and HighQ portfolio) to deliver a joined‑up support experience.
• Work primarily within UK and Europe business hours to provide live coverage for clients in those regions.