Production Support Administrator

About One Legal, an InfoTrack Company

One Legal, a division of InfoTrack, is a one-stop online solution for legal professionals to file court documents in every California court, manage service of process nationwide, and more. A leader in innovative technology solutions for legal professionals for more than 30 years, One Legal continues to be among the most respected in the industry.

As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you're smart, dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, join us.

About the role

Join One Legal as a Production Support Administrator, where you will be an essential part of our dynamic team, providing tier 2 and 3 support across our suite of production applications and services. If you have a passion for problem-solving, a technical background, and a desire to learn and grow in a fast-paced environment, this role is for you.

Position Overview

As a Production Support Administrator, you will play a crucial role in diagnosing and resolving issues reported by various business groups and integrated partners. Your technical expertise, troubleshooting abilities, and eagerness to understand different applications and tools will enable you to support our customers' needs effectively. Reporting to the Production Support Manager, this full-time, competitively salaried position offers an opportunity to make a significant impact.

Responsibilities

• Application Support: Provide support for One Legal's production applications and services, including the One Legal Platform, through our ticket management system.
• Product Expertise: Develop comprehensive knowledge of our products, customers, and support processes to ensure successful support across all One Legal applications.
• Problem Analysis: Analyze and troubleshoot production issues, coordinate with relevant teams to determine root causes, and resolve issues within SLAs.
• Quality Assurance: Test and review reported issues, utilizing system logs and development tools to diagnose problems.
• Collaboration: Work closely with the Engineering team to isolate and resolve issues, and communicate regularly with integration partners to support and address concerns.
• System Monitoring: Monitor production systems proactively to identify and mitigate potential issues, and implement, review, and update monitoring tools for accurate alerting.
• Release Support: Assist in the weekly Engineering release process and participate in the ongoing refinement and continuous improvement of our products and services.
• On-Call Duties: Support scheduled after-hours on-call duties on a monthly basis (separate compensation provided)

Requirements

• Bachelor's degree in Computer Science/Engineering or equivalent.
• 3+ years of experience in a technical support role or related field.
• Familiarity with Enterprise Hardware/Software, SQL/Database Management Software, Service Management System, SaaS, and Basic Networking.
• Knowledge of C#, .NET Core, .NET 5, ASP.NET MVC, SOAP, XML/JSON, and RESTful Web Services is a plus.
• Strong communication skills and demonstrated problem-solving ability.
• Organized, thorough, and detail-oriented approach.
• Ability to work both independently and as part of a team.
• Innovative and creative thinking.
• Must be able to work Pacific Time Zone hours.

Join One Legal

Become a part of our mission-driven team, where collaboration, innovation, and dedication are at the core of what we do. Apply today to contribute to our success and take the next step in your career.

Compensation

The anticipated starting base pay range for this role is listed below. Base salary is not the only component of our competitive total rewards package - you may also be eligible for bonus, commissions, equity, and other benefits as described below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications.

Base Salary $65,000 - $80,000

Additional $500 per week for on call rotation

Benefits

What Sets One Legal, an InfoTrack company, apart?

We are a remote-friendly company! We encourage you to apply from anywhere in the United States. Whether you choose to work in an office or remotely, we strive to ensure that you have the resources and training that you need