Magna Legal Services

Magna Legal Services provides comprehensive litigation support and consulting services to law firms, corporations, and governmental agencies across the nation, specializing in discovery services and jury consulting to enhance legal outcomes.

Specialized Consumer Services

Consumer Discretionary

251-1K (450)

Founded 2007

11 open positions

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IT Support Analyst (East Coast)

2 hours, 11 minutes ago

United States

Full-time

Mid Level

Technical Support Engineer

DevOps and Infrastructure

macOS SQL

Apply Now

Magna Legal Services

Specialized Consumer Services

251-1K

Founded 2007

View All Jobs 11

Description

Field inbound tickets, calls, and chats from court reporters using Maggie.
Resolve common account, settings, configuration, and how-to issues in real time.
Triage issues to determine whether they are product bugs, hardware or network problems, or feature requests.
Coordinate with Magna IT teammates on machine, network, and peripheral issues.
File clear, reproducible bug reports with the engineering team when product issues are identified.
Take on-call shifts for P0 emergencies during live proceedings and restore service quickly.
Update and expand the knowledge base, runbooks, and training materials.
Build Maggie-specific hardware kits that include laptops and specialized mixers for the East Coast.
Identify recurring issues and flag patterns to the product team.

Requirements

3+ years of customer-facing technical support experience in B2B SaaS, IT help desk, legal tech, or a similar environment.
Ability to stay calm under pressure during live incidents and keep users informed while resolving or routing issues.
Strong triage instincts to distinguish product bugs from laptop, network, or peripheral issues.
Strong written communication skills for tickets, emails, and knowledge base articles.
Comfort working on both Windows and Mac systems with basic networking knowledge, including Wi-Fi troubleshooting, audio device configuration, and browser diagnostics.
Self-starter mentality and comfort building process, runbooks, and support materials from scratch.
Availability for on-call rotation, including P0 incidents during live proceedings.
Based in the Eastern time zone and available 8 a.m. to 5 p.m. ET.
Experience in legal tech, court reporting, or supporting attorneys/paralegals is a plus.
Familiarity with remote deposition platforms, transcription software, or audio/video capture tools is preferred.
Light scripting or SQL/KQL experience for log analysis is a plus.
Experience with ticketing systems such as Zendesk, ServiceNow, or Jira Service Management is preferred.
Knowledge base authoring experience is a plus.

Benefits

Base salary of $60,000 to $75,000 per year.
Health insurance and benefits.
401(k) plan available.
On-call stipend per shift for emergency coverage.
Remote work arrangement.

Interested in this position?

Apply directly on the company website

Apply Now

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