Sr. Implementation & Support Engineer

Job description

Reynen Court LLC is seeking a Sr. Implementation & Support Engineer (ISE) to join our newly-formed Customer Success Team. This is an exciting opportunity for an experienced, energetic team player to join a rapidly growing technology start-up that is working with some of the world’s largest law firms to accelerate their adoption of new technologies.

The Sr. Implementation & Support Engineer (ISE) position is a customer-facing technical role, which serves as the critical link between our external customers, vendors, and Reynen Court’s internal Project Managers, Service Desk Analysts, Sales team, Vendor Management, and Product and DevOps teams. This role is responsible for working with our customers to prepare, implement and engage in customer training. This role is also responsible for pre and post, implementation technical support for the Reynen Court platform and solution offering and reports directly to the Global Director of Support.

The Sr. ISE is a full-time exempt position based in our New York office, located in Midtown Manhattan or in our Amsterdam office. Flexibility with work schedules and may involve travel to our customers’ offices worldwide, predominantly located in major cities across the United States and the United Kingdom.

Requirements

The ideal candidate will have a minimum of 5 years’ experience as a System or Sr. System Engineer with exposure to System Administration along with DevOps experience in a mid-sized or large enterprise. Exposure to both Linux and Windows environments, storage administration, knowledge of Kubernetes and Docker images, DNS, VPN, configuring Active Directory (SAML/ADFS) and basic provisioning of Exchange/Postfix, dealing with certificate toolchains, configuration, and management of virtual machines infrastructure using VMWare/HyperV, shell scripting.

The successful candidate will be an individual who is enthusiastic about cloud infrastructure technology and has spent time working, deploying and setting up Azure, AWS, Google Cloud or Virtual Private Cloud environments, including but not limited to, configuring accounts, understanding cloud costs, setting up VPCs and WAFs, creating and configuring security groups, spinning up EC2 or equivalent instances. Knowledge of containerization, Docker and Kubernetes, and at least one programming language like Python or Go is a major plus. Experience working in a law firm IT department or in the legal technology industry will be considered as a major advantage.

In addition to being technically proficient and experienced, the successful candidate will possess exceptional verbal and written communication skills, have a strong customer service orientation, a hands-on, solution-focused mentality, a drive for customer success, and can maintain a calm demeanor under pressure.


Responsibilities:

The Sr. Implementation & Support Engineer will provide prompt, reliable assistance to Reynen Court’s customers throughout the entire product implementation and support lifecycle. The role of Sr. ISE includes, among other things:

    • The Sr. ISE works both on-site and remotely, assisting customers with installing and configuring Reynen Court’s products and solutions, training customers, troubleshooting technical problems, and performing preventative maintenance activities.
    • The Sr. ISE provides exemplary customer service by effectively answering technical questions, working hands-on with customers, application vendors and Reynen Court’s internal sales, engineering and product teams.
    • The Sr. ISE provides training and supervision to a small team of ISEs that have the responsibility to triage and manage customer incidents, requests and problems, performing preventative maintenance, etc., making decisions and escalating when required.
    • The Sr. ISE is a highly-technical role that requires excellent communication and customer service skills to address complex issues with both highly-technical and non-technical customers.
    • The ideal candidate will have an empathetic, collaborative, communicative, and consultative work style and possess the confidence and comfort to work hands-on with our law firm and legal department customers and legal tech application vendors and service providers.
    • The Sr. ISE will possess the skills to effectively engage and collaborate internally and externally through various mediums, including telephone, email, chat, video conferencing and other technological means.
    • The Sr. ISE will author, maintain and adhere to processes and procedures, including creation and maintenance of documentation/specifications, technical guides and troubleshooting information that will be posted in our customer portal and knowledge base.
    • Other duties include, among other things:
      • Proactively monitor and act on major and minor alarms from various monitoring and event management systems.
      • Log and document all work in an ITSM system, maintaining detailed records regarding incident, request and problem management.
      • Coach and mentor new hires.
      • Prioritize and perform "White Glove" resolutions with highly escalated incidents, following incidents all the way from inception through to resolution.
      • Participate in the escalation and on-call rotation as needed.
      • Create technical content that will be used to train customers on how to implement specific use cases or best practices.
      • Work in collaboration with the sales and product teams to address customer feedback regarding product improvements/enhancements.