Product Support Specialist I

About the role

As a Product Support Specialist I you will work closely with Lex Machina customers to resolve issues, answer questions and provide guidance on the Legal Analytics platform. The position operates within the Product Engineering Team, acting as a bridge between users and product developers while supporting Pacific Time business hours.

Key responsibilities

• Assist users with inquiries ranging from basic product questions to complex legal research requests.
• Provide guidance, training and solutions via email, live chat and occasional phone calls.
• Act as the voice of the customer, escalating bugs or data issues to the appropriate engineering teams.
• Gather and report user insights, service trends and product improvement suggestions.
• Conduct occasional customer training sessions on Lex Machina basics.

Required profile

• Experience in a professional environment, preferably as an attorney or in the legal field.
• Ability to work independently, manage time effectively and handle stressful situations with patience.
• Strong written communication skills and customer‑focus orientation.

Required skills

• Proficiency with Microsoft Office.
• Proficiency with Google Apps.
• Data analysis capability to derive insights from support metrics.

What we offer

• Comprehensive health, dental and vision benefits.
• 401(k) plan with employer match and employee share purchase plan.
• Wellbeing programs including wellness platform, Headspace subscription and employee assistance.
• Family benefits such as parental leave, adoption and surrogacy support.
• Paid leave for volunteering and employee resource group participation.