Technical Support Specialist

About the role

About Assembly Software Assembly Software is the team behind Neos, the case management platform purpose-built for personal injury law firms, with embedded intelligence that already knows your cases. We're trusted by 1,100 firms and 15,000 users nationwide, backed by more than 40 years of experience in PI case management. As a growing SaaS company with a passionate team, we're building software that makes cases easier to manage and outcomes better for the firms and clients who rely on it. When you join Assembly Software , you’re joining a team that genuinely cares about you, your career, and your excitement about your job. When you work for a tech company in the legal field, there are endless opportunities ripe for disruption, and you’ll be on the forefront of that innovation. We want you to pursue what drives you and push your boundaries! Assembly Software is where people come to shake up a historically buttoned-up industry. Vision Statement Assembly's vision is to provide the legal community the best practice management software that enables client advocacy from anywhere at anytime. Mission Statement Our mission is to provide intuitive and comprehensive legal practice management solutions enhancing efficiency and profitability for our customers. Core Values We are Accountable: We accept responsibility for our choices and actions. We value transparency + feedback. We Never Stop Learning: We pursue growth + learning. We Thrive as a Team: We value others' opinions + work respectfully with one another. We are Collaborative Innovators: We are adventurous, creative + open-minded. We are Here to Be of Service to our Customer + our Colleagues: No matter our role, we are all here to be of service + add value. We have Unyielding Integrity: We do the right thin, even when no one is watching. We Embrace Diversity + Inclusion: We are passionate about creating and cultivating an inclusive culture that promotes and values diversity. The Opportunity Being a Technical Support Specialist at Assembly Software is not a script-reading job. Our AI agent already answers the routine how-to questions, which means the conversations that reach you are the ones that need a person: a login that fails after a Windows update, an integration returning an error code, a configuration that worked last week and does not today. As a Technical Support Specialist on our Tier 1 team, you own those issues from first contact through resolution, and you decide when to bring in a subject matter expert. You will work across Neos, our cloud practice management platform, and our on-premise products, Needles and TrialWorks, and you will build real depth in at least one specialty area along the way. Why Now We are rebuilding how support works. AI handles the repetitive questions, so the humans on the team spend their time on troubleshooting, judgment calls, and making sure a fix gets written down once and reused by the whole team and by the AI agent itself. If you have a year or more in technical support and want the harder tickets, this is the version of the role where that is the job. What You'll Do You will support customers by phone, email, and chat, including conversations handed off from our AI agent. You will troubleshoot software, Windows, network, login, and remote desktop issues with a methodical approach: reproduce it, isolate the variables, document what you tried. You will use AI tools such as Intercom Copilot to find answers before escalating, and when you do escalate, you will send a clean, documented handoff that Tier 2 and our Customer Support Engineers can act on without sending it back. After training, you will handle first-line API requests, including access, key resets, and basic integration checks. You will document new solutions, flag gaps in our knowledge base and AI content, and join the on-call rotation once trained. Over time, you will become the team's go-to person in a specialty area, whether that is on-premise installs, hosting, API, or a Neos feature area. What You'll Bring At least a year in technical support, help desk, or IT support, ideally helping business software customers. A troubleshooting habit that favors evidence over guessing, the ability to teach yourself new software from documentation, and the ability to explain technical things clearly to people who are not technical. Comfort using AI assistants in daily work, and the judgment to notice when they are wrong. Solid Windows and Microsoft Office skills, including the ability to work through common permissions and connectivity problems. Experience with Windows Server, Office 365, SQL Server, APIs, Intercom, RingCentral, or legal software is a plus, as is time spent in a law firm, especially a plaintiff or personal injury practice. If you’re the person who wants the tougher tickets and takes pride in solving them, we want to hear from you. When you’re considering a new job, it’s normal to have questions. Here are a few things we get asked all of the time: 1. I'm tired of the daily commute. Where are you located? Assembly Software is a fully remote company. We work across time zones and connect through Teams, so you can build your career from wherever you do your best work: home office, favorite coffee shop, or yes, in your PJs if that's your vibe. 2. What makes Assembly Software different? Our people. We're a fast growing SaaS company and the leading provider of case management solutions for personal injury and legal firms. Through our three brands, Neos, Needles, and TrialWorks, we serve over 2,500 law firms and 40,000+ users, the largest user base in the industry. Backed by Ridge Road Partners since 2017, we combine decades of legal tech expertise with a scrappy, entrepreneurial energy. We move fast, we care about the product, and we have fun doing it. Our sales team also enjoys uncapped commission with built in accelerators, so top performers are rewarded for their impact. 3. What's the benefits package like? Competitive and comprehensive. You'll have access to: Medical, dental, and vision plans Short and long term disability coverage Supplemental insurance options 401(k) Flexible time off Paid parental leave An Employee Assistance Program We invest in our people because we know our results depend on them. When you do great work here, you'll be recognized and rewarded for it. Assembly Software provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Originally posted on Himalayas