Support Engineer Jobs in Boston, MA

We are seeking an Enterprise Applications Engineer to support the Firm’s critical applications and enterprise workflows. While collaborating closely with the Senior Manager of Enterprise Application and Data, this individual will assist in the implementation of, perform updates to, and provide support and optimization for the enterprise applications used by the Firm.

This highly skilled individual will bridge the gap between the Firm’s business applications and our technical infrastructure while acting as a key liaison between IT, vendors, and other business stakeholders to facilitate all phases of application support from incident resolution to system enhancements and integrations. In this role, they will oversee the daily operations of those applications (including but not limited to) matter management systems, timekeeping, accounting and billing, document management platforms, and other integrated business applications for ongoing optimizations.

MAJOR RESPONSIBILITES:

• Collaborates closely with firm departments , focusing on managing enterprise applications from research, implementation to ongoing support.
• Provides tier 2 and tier 3 technical support for enterprise applications including document management systems, time and billing platforms, and related intellectual property technology solutions as an escalation resource.
• Monitors system performance and proactively identifies and resolves technical issues to minimize downtime.
• Troubleshoots application errors, performs root cause analysis, and implements corrective actions.
• Manages user access, permissions, and security configurations across all enterprise applications.
• Develops and maintains system integrations between enterprise applications using APIs, middleware, and custom scripts.
• Creates and maintains automated workflows and business rules within enterprise applications.
• Assists in the configuration and customization of applications to meet evolving business needs.
• Supports the implementation of new features, modules, and system upgrades.
• Provides training and ongoing support to end users on enterprise application functionality and best practices.
• Creates and maintains comprehensive technical documentation including system configurations, integration specifications, and troubleshooting guides.
• Develops user guides, knowledge base articles, and training materials for various stakeholder groups.
• Conducts training sessions and workshops for new system features and enhancements for technical team(s).
• Participates in application implementation projects from planning through go-live and post-implementation support.
• Identifies opportunities for process optimization, automation, and system efficiency improvements.
• Collaborates with vendors and third-party providers to resolve technical issues and implement new capabilities.
• Maintains project documentation and ensures deliverables meet established timelines and quality standards.
• Builds and maintains seamless data flows between legal applications and enterprise systems like iManage, Aderant, Okta, Microsoft 365, etc.

ESSENTIAL FUNCTIONS:

• Provides technical support and maintenance for mission-critical enterprise applications with minimal downtime.
• Develops and maintains SQL queries, reports, and data extracts for business intelligence and operational needs.
• Meets project deliverable deadlines and service level agreements for incident resolution.
• Coordinates with vendors for issue escalation, patch management, and system upgrades.
• Monitors application metrics and implements proactive maintenance procedures for performance issues and improvements.
• Maintains version control and change management documentation for all system modifications.
• Performs application testing including unit testing, integration testing, and user acceptance testing support for new installs, updates, and patches.
• Creates and updates documentation for system controls, updates and support for the enterprise applications and custom integrations.
• Performs other duties as assigned.

QUALIFICATIONS:

• Bachelor’s degree or equivalent in Computer Science or a related field preferred.
• Minimum of five (5+) years of work experience in the field of application support for legal applications, or equivalent combination of education and work experience.
• Minimum of five (5+) years of experience installing, supporting, and upgrading back-end databases and enterprise class, multi-user software applications (either on-premises or cloud-based)
• Possesses strong understanding of enterprise software architecture, legal technology systems, and the ability to collaborate effectively with various teams to support strategic objectives.
• Ability to solve more complex problems by analyzing variables and applying appropriate solutions learned through professional experience and proficiency.
• Knowledge of document management (iManage or NetDocuments), financial applications (Aderant), and IP management software (CPi and IPDAS).
• Highly proficient in MS Outlook, Word, and Excel as well as basic computer and database management skills.
• Proficiency in SQL database management and query development.
• Experience with scripting languages (PowerShell, Python, or similar) for automation, (Okta workflow knowledge helpful)
• Knowledge of enterprise application architecture, web services, and API integrations
• Familiarity with Azure, AWS, or other cloud platforms.
• Understanding of authentication protocols (SAML, OAuth, Active Directory)
• Experience with reporting tools, (Power BI, Tableau, etc.).
• Exceptional oral and written communication skills and the ability to effectively communicate workflow and project updates.
• Strong interpersonal skills and ability to work effectively with various levels of constituencies.
• Ability to work independently and with a team.
• Flexibility and capacity to respond calmly and efficiently in stressful situations.

Job Type: Full-time

Pay: $85,000.00 - $150,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Experience:

• iManage Support and Updates: 3 years (Required)

Work Location: Hybrid remote in Boston, MA 02210