Support & QA Specialist 3.2 3.2 out of 5 stars Orlando, FL

Remote Support & QA Specialist Location:

Orlando, FL (Remote - Work From Home)

Type:

Full-Time Department:

Support Reports To:

Vice President of Professional Services & Support About Us We are a small but growing software company that specializes in custom development solutions for law firms, with a focus on document management platforms like iManage and NetDocuments. Our software helps firms manage their documents more efficiently, and our clients rely on us for both reliable support and high-quality implementations. About the Role We're looking for a Support & QA Specialist to join our Support team. This person will be the first point of contact for customer support requests and will also take the lead on quality assurance for new software builds. You'll play a critical role in helping us scale by reducing interruptions to our engineering and project teams, and ensuring our software releases are stable and well-tested before they reach our clients. Key Responsibilities

• Monitor and respond to incoming customer support requests via email or helpdesk
• Troubleshoot technical issues related to our software, document management platforms, and underlying infrastructure
• Escalate complex bugs or development needs to the engineering team
• Maintain detailed support ticket records and customer communications
• Test new builds/releases of our software in a lab environment and document findings
• Work with our developers to validate bug fixes and new features before release
• Provide feedback to improve product usability and performance
• Assist with updating internal documentation and knowledge base content Required Skills & Experience
• Solid understanding of iManage and/or NetDocuments document management platforms
• Working knowledge of Microsoft SQL Server (ability to write basic queries and understand logs)
• Familiarity with Microsoft IIS and Windows Server/Client OS environments
• Basic networking and troubleshooting skills (IP addressing, DNS, connectivity)
• Strong organizational and communication skills
• Comfortable working independently in a remote setting
• Fast, reliable home internet and a distraction-free home workspace Preferred Qualifications
• Prior experience in a customer support or QA/testing role
• Experience in a legal tech or professional services software environment
• Familiarity with ticketing systems like Zoho Desk, Zendesk, or Freshdesk
• Exposure to version control tools (e.g., Git) or basic scripting is a plus Why Join Us?
• Be part of a small, tight-knit team making a big impact in legal tech
• Enjoy autonomy, flexibility, and the ability to grow with the company
• Remote work environment with a strong culture of communication and trust

Job Type:

Full-time Pay:

$58,000.00 - $62,000.00 per year

Benefits:

Paid time off

Schedule:

Monday to Friday Application Question(s): Do you have any experience in working with Legal Technology?

Experience:

i

Manage Administration:

2 years (Required)

Microsoft SQL Server:

2 years (Required)

Technical Support:

2 years (Required) Software quality assurance: 2 years (Required)

Language:

English (Required)

Location:

Orlando, FL (Preferred)

Work Location:

Remote