Technical Support Engineer

United States·Washingtonmid

Technical Support EngineerCustomer

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Requirements Summary

Excellent communication and customer service skills Excellent client relationship skills which include the ability to proactively manage client expectations,

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Technical Support EngineerCustomer

The Technical Support Engineer (TSE) serves as a key player within Casepoint’s US technical Support team. This customer-facing position supports Government and Commercial customers as they perform their eDiscovery tasks and provides technical support as needed.

The TSE provides user support for enterprise self-service clients by troubleshooting and resolving issues with the following: ingestion, processing, productions, data loading issues, cloud collections, integrations, and legal hold. TSEs also provide technical support to troubleshoot all Casepoint platform application issues and develop root-cause analyses. Strong candidates must have the right combination of organizational, multi-task management skills, technical acumen and/or education, and electronic discovery experience to successfully manage multiple tasks serving commercial customers.

Responsibilities

~1 min read

→Responsible for day-to-day task needs with government and commercial customers

→Respond to end users and customers on basic technology-related issues and questions

→Capture detailed information regarding the issue and resolutions in the ticket tracking system

→Manage, track, and resolve tickets within service level agreement thresholds, escalating as needed

→Support users who have issues with ‘self-service’ eDiscovery tasks, such as ingestion, processing, productions, data loading, cloud collections, legal hold, and other Casepoint platform application integrations. In addition, provide user support for the following:

→Perform data analysis, data exports, and data manipulations

→Convert, normalize, and migrate data from a variety of databases, converting text and image files to various formats

→Provide coding support (e.g., Postgres) as needed for data ingestion, processing, or analysis. Address exceptions that occur while data processing, data ingestion, or any other eDiscovery requests

→Perform data disposition activities like archive and deletion

→Complete user-based administration tasks, including creating categorization tags and running searches in order to complete litigation support tasks

→Set and manage expectations with customers

→Communicate with project leads on estimates and deadlines for tasks

→Assist project managers with Casepoint application tasks

Understand various components of the platform ELK Stack, PostgreSQL, Redis, Rabbit MQ, API servers, and their interaction. Possess basic understanding of virtual/cloud infrastructure and networks

Possess a basic understanding of file transfer technologies across various cloud/on-prem platforms

Analyze issues and provide detailed analysis to the Product team

Work with customers to reproduce issues and share the exact details with the Product team

Develop root cause analysis

Apply basic knowledge of PostgreSQL queries and procedures - advanced understanding is a plus

Provide structured and non-structured data analysis, data modeling, and optimization.

Make recommendations related to the performance and efficiency of data storage including more effective use of indexes or other DBMS specific features

Debug code with guidance from product team for troubleshooting

Coordinate with internal teams (Information Services, Product, Customer Services) to ensure that system issues are resolved in time.

Serve as the main point of contact to resolve all aspects of the ticket and provide updates and resolution to the customer.

Ensure system parameters are monitored and system is functioning normally at all times

Serve as point person when system reliability goes down

Education:

Computer science or information technology-related degree with a focus on database administration or data analysis or an equivalent combination of education and experience

Specialized Knowledge:
- Minimum 2 years of experience in eDiscovery field
- Strong understanding of the EDRM lifecycle
Technical Proficiency:
- A solid understanding of database design and management, data processing activities, and legal document review requirements
- Ability to work in a fast-paced, deadline-driven environment while handling multiple tasks through completion
Communication:
- Excellent communication and customer service skills
- Excellent client relationship skills which include the ability to proactively manage client expectations, recognize client needs and adapt company capabilities to consistently meet client requirements
Citizenship: US Citizenship (non-dual) is required by government contract.
Clearance: Current Secret or above clearance required.

OPEXUS, a leader in government process management software, and Casepoint, a top provider of data discovery technology for litigation, investigations, and compliance, merged in January 2025, with a majority investment from Thoma Bravo. The merger combines OPEXUS' expertise in government process management and Casepoint's advanced data discovery technology to create a scalable platform that meets growing demands for efficient, secure data management in the public and regulated sectors. This collaboration enhances workflows for government and enterprise clients, focusing on data discovery, litigation, and compliance.

The Washington Post, which named OPEXUS + Casepoint as the best place to work, solidifies the company's commitment to fostering a supportive, innovative, and inclusive work environment. Our dedicated team has created a culture grounded by our shared values that encourage everyone to speak up, join in, and celebrate together. From our hybrid work schedules to our prime downtown D.C. location, working at OPEXUS + Casepoint offers the best of all worlds.

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