Technical Support Specialist

Supio is a trusted AI platform purpose-built for law firms, reshaping how data drives impactful outcomes. Our innovative approach blends technology with deep legal expertise, making us a leader in our field. We go beyond surface-level AI to deeply understand our customers’ daily needs, empowering law firms with unparalleled data insights. Supio delivers human-level accurate analysis of complex data and legal records, quickly and efficiently bringing critical insights when they matter most. Trusted by top litigation lawyers, our platform has supported over $1 billion in settlements, even in courtrooms.?

Who Are We Looking to Add to Our Team?

As a Technical Support Specialist at Supio, you will be at the forefront of delivering outstanding customer service, ensuring that every interaction is handled with professionalism, efficiency, and care. You thrive in fast-paced environments, enjoy solving complex problems, and are passionate about providing exceptional support. Your role will involve managing support tickets, troubleshooting technical issues, and collaborating with internal teams to resolve customer concerns effectively. Additionally, you will play a key role in refining support processes, improving documentation, and contributing to best practices that enhance the overall customer experience.

Key Responsibilities

• Responsible for owning a wide variety of customer requests from start to finish while ensuring key stakeholders are consistently updated with relevant information.
• Cultivate deep expertise in the Supio products, using that knowledge to provide customers with expert guidance on how to address their questions and concerns.
• Become an expert at managing the support ticket queue and be responsible for driving customer requests to a timely resolution.
• Provide advanced technical support to our customers on a variety of integrations.
• Partner effectively with Supio colleagues to solve open customer tickets; act as a liaison between customers and engineering, when necessary, to resolve challenging technical issues faced by our customers. Cultivate strong relationships and communication practices with members of our Operations team.
• Collect and analyze feedback from customers, stakeholders and other teams to shape requirements, features and end products.
• Optimize our internal and external Support documentation.
• Work weekdays during Pacific time business hours; potentially expanding hours to weekend, early/late times as ticket volume and customer need require.

Qualifications

• 1-3 years customer-facing experience in a technical support or customer service role.
• Affinity for working with technology.
• Bachelor’s degree preferred, but not required.
• Exceptional problem-solving skills and a desire to learn it all.
• Proven ability to troubleshoot and identify the root causes in complex enterprise systems.
• Excellent written and verbal communication skills.
• Strong interest to work in a fast-paced startup environment.
• Familiarity with helpdesk tools such as JIRA, ZenDesk, or similar platforms is a plus.

Why Join Us?

As a Series-A startup, joining Supio means becoming a vital contributor to our success, where your ideas and efforts will directly shape our products, company culture, and long-term vision. We’re in an exciting phase of scaling, presenting opportunities for both company and career growth as we expand our market presence and develop new features and services.

Compensation

The base salary range for this position is $52,000-$82,000 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies, and experience.

Benefits & Perks

Supio offers an extensive benefits package and perks which include:

• Health benefits including medical, dental, and vision insurance
• Flexible paid time off (PTO) with company-paid holidays
• In-office perks include transportation subsidies, snacks & beverages, and much more!

E-Verify Participation Notice

Supio participates in E-Verify, an employment authorization program through the U.S. Department of Homeland Security and the Social Security Administration.

Equal Employment Opportunity (EEO) Statement

Supio is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Take the Next Step

Are you ready to shape the future of AI and make a meaningful impact? Join us at Supio, where your work not only drives technological advancement but also fosters a more connected and accessible world. Apply now to start your journey with a team that values innovation and collaboration.