Who We Are

DISCO’s growing services team is seeking a customer-focused Technical Support Associate. In this role, you will provide assistance to end-users throughout the legal discovery process, troubleshoot technical issues, and guide customers to use the DISCO platform optimally. You will also provide critical technical input to the Engineering team to diagnose and address platform issues and prioritize enhancements to the product.
Who You Are

The ideal candidate will have a passion for solving problems and creating highly satisfied customers. The role requires excellent technical skills in order to understand and address issues in Disco’s applications. The role also requires the ability to communicate effectively to both technical and non-technical users and be able to translate requirements from the services organization to the engineering teams.

What You'll Be Doing

• Field requests from the client services organization and work with engineering teams to see the requests through to resolution 
• Analyze client’s needs, fully understand their requirements and assess severity and priority for delivering solutions
• Proactively build processes and procedures to help make the team more efficient
• Work with clients, engineering, project managers and other groups within DISCO to resolve technical problems and/or client concerns
• Proactively contribute to improvements in documentation and our product
• Help define business and technical requirements for improving the day to day activities of the department, and building the solutions where possible
• Display professionalism, quality service and a “can do” attitude to internal members/departments of DISCO as well as external clients and vendors via written and verbal communication
• Build ad-hoc and automated reporting to help inform the decisions of the services organization
• Communicate effectively with the executive team
  

Skills You Have

• 5+ years of experience in technical operations or equivalent role
• Strong interest in technology with excellent problem-solving skills, with an initiative to research and craft creative technical solutions
• Ability to create and optimize a SQL database and generate insights from data
• ETL expert able to use creativity to work with multiple sources of data and cleanse it for use in creating insights
• Strong presentation and communication skills (written and verbal) in order to interact effectively with coworkers, clients, and executives
• Attention to detail, strong organization, and client-service orientation skills
• Ability to empathize with and advocate for our customers
• Ability to quickly learn new concepts and teach others
• MS in Technology or Business fields; or significant eDiscovery data processing experience in lieu of degree

Even Better If...

• Experience with any of the following; Salesforce, Jira, Linux, Python, Elasticsearch
• Experience with Business Intelligence platforms, such as Tableau, Looker, Click
• Experience creating technical documentation
• Prior litigation support or consulting experience a plus

Why Technical Operations at DISCO

• Work at an exciting and rapidly growing Software-as-a-Service (SaaS) company with a unique platform in the Legal industry
• We use the latest cloud technology to deliver our software to the consumer
• Open, inclusive, and fun environment
• Many high-profile clients offer a rewarding challenge for people who love to make clients happy

What You'll Get

• Competitive salary
• Opportunity to be a part of a start-up culture — fastest growing company in its space
• Career advancement opportunities
• Company volunteer/fundraising activities
• Flexible & open PTO
• Onsite gym & showers
• Free catered lunches as well as free snacks and beverages 
• Onsite car wash
• Medical, dental, and vision insurance 
• Flexible spending accounts
• Life insurance and disability benefits
• 401k

About DISCO

DISCO is the leading provider of e-discovery solutions for law firms, corporations, and government agencies. With technology and services that automate and simplify complex and error-prone tasks that distract from practicing law, DISCO empowers lawyers and their teams to effectively manage discovery processes. DISCO is the e-discovery choice of leading U.S. law firms including litigation boutiques and AmLaw, Fortune 500 companies, as well as government agencies around the world.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.