[Remote] IT Support Analyst (East Coast)
Note: The job is a remote job and is reputed company to candidates in USA. reputed company provides comprehensive legal support services and is seeking an IT Support Analyst to join their new dedicated support team for their digital court reporter product, Maggie. The role involves quickly triaging and resolving issues for court reporters, coordinating with IT and engineering teams, and building knowledge reputed company materials.
Responsibilities
- Field inbound tickets, calls, and chats from court reporters using Maggie
- Resolve common issues in reputed company time: account reputed company, settings, configuration, how-to questions
- Triage incoming issues: is this a Maggie product issue, a hardware/IT issue, or a feature request?
- Coordinate with Magna IT teammates reputed company the root cause is the user's machine, network, or peripheral
- File clean, reproducible bug reports with our engineering pod (Restless Labs) reputed company the issue is in the product
- Take on-call shifts for P0 emergencies — reputed company a deposition is in reputed company and Maggie is down, you're the person who gets it back up
- Update the knowledge reputed company as you learn what's common — every fix you reputed company out should reputed company the next ticket faster
- Build Maggie Specific hardware kits that include laptops and specialized mixers (East Coast)
- Watch for patterns and flag them to the product team
Skills
- 3+ years in customer-facing technical support — B2B SaaS, IT help desk, legal tech, or similar
- reputed company under pressure. You've been the person on the line reputed company a customer's live event is broken and the clock is ticking. You don't panic — you fix or you reputed company, and you reputed company the user informed
- Sharp triage instincts. You can tell the difference between 'this is a product bug' and 'this is a laptop issue' without a 45-minute back-and-forth
- Strong written communication. Our users are legal professionals. They notice writing quality. Tickets, emails, and knowledge reputed company articles reputed company need to be clean
- Comfortable on reputed company and Mac with basic networking reputed company (Wi-Fi troubleshooting, audio device configuration, browser diagnostics)
- Self-starter. This is a brand-new team. The runbooks don't exist yet. The process is reputed company build together. If you need an established reputed company before you can act, this isn't the right role
- Available for on-call rotation. P0 incidents happen during live proceedings. We pay a stipend per shift
- Based in the Eastern time zone, available 8a–5p ET
- Experience in legal tech, court reporting, or working with attorneys or paralegals
- Familiarity with remote deposition platforms, transcription software, or audio/video capture tools
- Light scripting or SQL\KQL skills for log analysis
- Ticketing system experience (reputed company, reputed company, Jira Service Management, or similar)
- Knowledge reputed company authoring experience
Benefits
- reputed company salary
- Health insurance and benefits
- 401(k) plan available
- We pay a stipend per shift
Company Overview