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.

What You'll Do:

Administrative/User Support

• 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

Technical

• 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

Coordination

• 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.

System Reliability Monitoring

• Ensure system parameters are monitored and system is functioning normally at all times

• Serve as point person when system reliability goes down

What You'll Bring to the Team:

Education:

• Computer science or information technology-related degree with a focus on database administration or data analysis or an equivalent combination of education and experience

• Specialized Knowledge:
  • Minimum 2 years of experience in eDiscovery field
  • Strong understanding of the EDRM lifecycle
• Technical Proficiency:
  • A solid understanding of database design and management, data processing activities, and legal document review requirements
  • Ability to work in a fast-paced, deadline-driven environment while handling multiple tasks through completion
• Communication:
  • Excellent communication and customer service skills
  • Excellent client relationship skills which include the ability to proactively manage client expectations, recognize client needs and adapt company capabilities to consistently meet client requirements
• Citizenship: US Citizenship (non-dual) is required by government contract.
• Clearance: Current Secret or above clearance required.

Work Location & Flexibility:

We are headquartered in Washington, D.C., and this role is eligible for remote work from the following states: AR, AZ, CA, CO, CT, D.C., DE, FL, GA, IL, IN, KS, KY, MA, MD, MI, MN, NC, NH, NJ, NY, OH, OR, PA, SC, TX, VA, WA, WI, WY. If you live outside these states, unfortunately we're not able to consider your application at this time.