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.
