Investigate customer issues involving emails, documents, data, accounts, integrations, and web applications. Configure customer accounts, support onboarding and enterprise integrations, troubleshoot logs and data, escalate well-scoped engineering tickets, and create automation, runbooks, and self-service tools. The role requires technical customer support, SQL and programming knowledge, email delivery expertise, careful data handling, and clear communication with technical and nontechnical stakeholders.
About this Job
You’ll be joining the Engineering team responsible for delivering PacerPro’s SaaS and on-premise solutions that orchestrate case data workflows and provide data driven legal insights for our clients.
As a Technical Support Engineer, you’re the technical bridge between our customers and our engineering team. You’ll investigate issues, resolve what you can yourself, and hand off the rest with a clear, well-scoped ticket. You’ll also work with our customer success team, law firm IT and litigation support teams, as well as the engineers who build the PacerPro applications.
This is a technical support role, not a software engineering position. You won’t be writing or shipping product code, but you’ll be hands-on with data, tooling and troubleshooting.
What you’ll do
- Investigate customer reports about missed, incorrect, duplicate or bounced notification emails and documents, find the cause, and escalate to engineering with clear context
- Set up and maintain customer configuration, including naming conventions, distribution lists, case follows and client codes
- Manage accounts and users, including SSO, domain changes, trials and subscription fixes
- Support enterprise customers through onboarding and integrations with their document management systems, working directly with their IT teams
- Troubleshoot data and web app issues, such as duplicate cases, incorrect case details and download problems, and turn recurring problems into runbooks and product feedback
- Automate repetitive tasks, for yourself and for the wider CS team, so routine requests can be handled through self-serve tools and runbooks instead of engineering tickets
- Our tech stack is varied - including but not limited to Heroku, AWS, Sidekiq, LogEntries, New Relic, Twilio SendGrid, CloudMailin, Ruby/Rails, Postgres, Redis, and more. You won’t need to know all of it. Day to day, you’ll work with support and operations tools like HubSpot, Jira, Confluence and Slack, plus logs and dashboards to investigate issues, and Ruby/Rails/SQL/other for minor fixes and automation.
What we’re looking for
- Hands-on experience solving technical problems for customers, in support, support engineering, implementations or a similar role, and the confidence to work independently on them
- Strong troubleshooting skills: you form hypotheses, isolate variables and trace problems through logs and data
- Working knowledge of one or more programming languages, and SQL for to troubleshoot and fix issues
- Comfort with CSV and spreadsheet data, and care when making changes in bulk
- Understanding of email delivery basics, such as bounces, suppression lists, SPF, DKIM and DMARC
- Clear written and verbal communication, including explaining technical issues to non-technical audiences
- Good judgment on when to fix something yourself and when to escalate
Nice to have
- Legal industry experience, including PACER, court dockets and litigation workflows
- Experience with SSO/SAML, certificates, or document management systems
- Experience with subscription billing tools such as Stripe
- Experience improving processes with automation, scripting or no-code tools
- Experience supporting law firms or other professional services clients
About PacerPro
PacerPro's mission is to empower better decision making and stronger institutions by making facts, the bedrock of legal analysis, readily and easily accessible. Launched in 2014 as a simple overlay to the PACER system, today our service is the standard for integrating federal court data into workflow and knowledge systems for BigLaw and leading litigation boutiques. This success is due to innovative technology matched with best-in-class customer success and deployment teams.
Similar Jobs
Artificial Intelligence • Enterprise Web • Machine Learning • Natural Language Processing • Software • Conversational AI • Automation
Own complex technical support issues from reproduction through resolution, troubleshooting APIs, webhooks, workflows, integrations, and AI agent behavior. Escalate well-documented issues to Engineering, identify recurring patterns, and partner on product improvements. Create runbooks and troubleshooting guides, coach Tier 1/2 and BPO teams, support critical incidents and premier accounts, participate in on-call rotation, and handle sensitive customer data appropriately.
Top Skills:
Ai AgentsBrowser Developer ToolsCurlDatadogJavaScriptJSONKibanaKustomerLlmsPostmanPythonRest ApisSalesforceSentryShopifySQLTypescriptWebhooksWorkatoWorkflow Automation PlatformsZapierZendesk
Artificial Intelligence • Cloud • Software • Infrastructure as a Service (IaaS)
Provide first-line technical and non-technical support through email, phone, chat, and video. Manage and resolve L1 tickets, troubleshoot system behavior and configurations, document solutions, explain technical issues clearly, and escalate complex problems to L2 or engineering teams. The role requires shell scripting, Python, SQL, REST APIs, GraphQL, and customer support experience, with possible weekend and allocated-shift availability.
Top Skills:
Crm/Ticketing ToolsDockerGoogle MeetGraphQLLinuxObservability ToolsPythonRest ApisShell ScriptingSQLSshTerminal CommandsZendeskZoom
Artificial Intelligence • Healthtech • Software • Biotech
Own complex, business-critical customer technical issues across applications, infrastructure, and live environments. Investigate root causes, reproduce defects, lead deployments and migrations, manage major incidents, and drive preventative fixes. Partner with Engineering, Product, QA, and Customer Success to influence platform improvements. Mentor support engineers, establish technical standards, improve documentation and onboarding, and lead technical escalations from customer request through resolution.
Top Skills:
Ai ToolsDistributed SystemsDocker ComposeKubernetesLinuxNetwork ArchitectureSQL
What you need to know about the Chicago Tech Scene
With vibrant neighborhoods, great food and more affordable housing than either coast, Chicago might be the most liveable major tech hub. It is the birthplace of modern commodities and futures trading, a national hub for logistics and commerce, and home to the American Medical Association and the American Bar Association. This diverse blend of industry influences has helped Chicago emerge as a major player in verticals like fintech, biotechnology, legal tech, e-commerce and logistics technology. It’s also a major hiring center for tech companies on both coasts.
Key Facts About Chicago Tech
- Number of Tech Workers: 245,800; 5.2% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: McDonald’s, John Deere, Boeing, Morningstar
- Key Industries: Artificial intelligence, biotechnology, fintech, software, logistics technology
- Funding Landscape: $2.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Pritzker Group Venture Capital, Arch Venture Partners, MATH Venture Partners, Jump Capital, Hyde Park Venture Partners
- Research Centers and Universities: Northwestern University, University of Chicago, University of Illinois Urbana-Champaign, Illinois Institute of Technology, Argonne National Laboratory, Fermi National Accelerator Laboratory
