[Hiring] Technical Support Specialist @Assembly Software

Role Description

Being a Technical Support Specialist at Assembly Software is not a script-reading job. Our AI agent already answers the routine how-to questions, which means the conversations that reach you are the ones that need a person:

• A login that fails after a Windows update
• An integration returning an error code
• A configuration that worked last week and does not today

As a Technical Support Specialist on our Tier 1 team, you own those issues from first contact through resolution, and you decide when to bring in a subject matter expert. You will work across Neos, our cloud practice management platform, and our on-premise products, Needles and TrialWorks, and you will build real depth in at least one specialty area along the way.

What You'll Do

• Support customers by phone, email, and chat, including conversations handed off from our AI agent.
• Troubleshoot software, Windows, network, login, and remote desktop issues with a methodical approach:
• Reproduce it
• Isolate the variables
• Document what you tried
• Use AI tools such as Intercom Copilot to find answers before escalating.
• Send a clean, documented handoff when escalating to Tier 2 and Customer Support Engineers.
• Handle first-line API requests, including access, key resets, and basic integration checks after training.
• Document new solutions and flag gaps in our knowledge base and AI content.
• Join the on-call rotation once trained.
• Become the team's go-to person in a specialty area, whether that is on-premise installs, hosting, API, or a Neos feature area.

Qualifications

• At least a year in technical support, help desk, or IT support, ideally helping business software customers.
• A troubleshooting habit that favors evidence over guessing.
• The ability to teach yourself new software from documentation.
• The ability to explain technical things clearly to non-technical people.
• Comfort using AI assistants in daily work and the judgment to notice when they are wrong.
• Solid Windows and Microsoft Office skills, including the ability to work through common permissions and connectivity problems.
• Experience with Windows Server, Office 365, SQL Server, APIs, Intercom, RingCentral, or legal software is a plus.
• Time spent in a law firm, especially a plaintiff or personal injury practice, is a plus.

Benefits

• Medical, dental, and vision plans
• Short and long term disability coverage
• Supplemental insurance options
• 401(k)
• Flexible time off
• Paid parental leave
• An Employee Assistance Program

Company Description

Assembly Software is a fully remote company. We work across time zones and connect through Teams, allowing you to build your career from wherever you do your best work: home office, favorite coffee shop, or yes, in your PJs if that's your vibe.

Our people make Assembly Software different. We're a fast-growing SaaS company and the leading provider of case management solutions for personal injury and legal firms. Through our three brands, Neos, Needles, and TrialWorks, we serve over 2,500 law firms and 40,000+ users, the largest user base in the industry. Backed by Ridge Road Partners since 2017, we combine decades of legal tech expertise with a scrappy, entrepreneurial energy. We move fast, we care about the product, and we have fun doing it.