BS in Computer Science, Computer Engineering, Information Technology or other computer-related discipline
Experience with on-premise installations, and ability to work within customer constraints in corporate customer environments
Breadth and depth of experience in technical support, root-cause analysis, and troubleshooting in complex distributed systems
Experience with installation, configuration, and management of Linux-based or Windows operating systems
Requirements:
Gain a solid understanding of existing customer Manifold deployments and how they interact and integrate within their legal operations ecosystem
Build, install, maintain and support Manifold deployments for our on-premise customers
Work with the Customer Success team to educate and train our on-premise customers in using our products
Listen to and convey product-improvement feedback from customer interactions to the Product team
Job description
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. You will be responsible for building, installing, maintaining and supporting Manifold deployments for our customers. You will also be our Tier 2 technical support for all PacerPro products, playing the crucial role of bridging the Customer Support team and the Development team. As an early member of our small team, you will have ample opportunity to learn and grow with the team.
Responsibilities
Gain a solid understanding of our existing customer Manifold deployments and how they interact and integrate within their legal operations ecosystem.
Build, install, maintain and support Manifold deployments for our on-premise customers.
Work with the Customer Success team to educate and train our on-premise customers in using our products.
Listen to and convey product-improvement feedback from customer interactions to the Product team.
Maintain a live and accurate documentation of scheduling, technical, and communication aspects of all customer deployments.
Handle communications related to install, update, and support for our Manifold deployments with customers.
Prepare knowledge articles with common troubleshooting tips for Manifold to help customer IT teams.
Our tech stack is varied - you will work with Linux, Ruby/Rails, Javascript/React, Postgres, Redis, Sidekiq, Heroku, AWS, and more.
Qualifications
BS in Computer Science, Computer Engineering, Information Technology or other computer-related discipline.
Experience with on-premise installations, and ability to work within customer constraints in corporate customer environments.
Breadth and depth of experience in technical support, root-cause analysis, and troubleshooting in complex distributed systems.
Experience with installation, configuration, and management of Linux-based or Windows operating systems.
Experience with bash shell, package management systems, file systems, networking protocols, authentication and authorization frameworks.
Experience with consuming and interfacing with third-party REST APIs - experience interfacing with DMS APIs (iManage, NetDocuments, HighQ, others).
Familiarity with containers and orchestration (Docker, Kubernetes) and databases (RDBMS/NoSQL).
Coding skills to modify existing modules as a workaround to issues or as a professional-services enhancement.
Ability to effectively communicate and collaborate with both technical and non-technical customers and team members.
Flair for startup work style.
Experience in any scripting or application language is a plus.
Prior experience in the legal tech industry is a plus!
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.
