IT Support Analyst
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Job Description
IT Support Analyst handling customer support for Magna's Maggie product. Resolving technical issues and collaborating with IT teams during live depositions.
Responsibilities:
- Field inbound tickets, calls, and chats from court reporters using Maggie
- Resolve common issues in real time
- Triage incoming issues
- Coordinate with Magna IT teammates
- File clean, reproducible bug reports
- Take on-call shifts for P0 emergencies
- Update the knowledge base as you learn
- Build Maggie Specific hardware kits
- Watch for patterns and flag them to the product team
Requirements:
- 3+ years in customer-facing technical support — B2B SaaS, IT help desk, legal tech, or similar
- Calm under pressure
- Sharp triage instincts
- Strong written communication
- Comfortable on Windows and Mac with basic networking fluency
- Self-starter
- Available for on-call rotation
- Based in the Pacific time zone, available 10a–7p PT
- Experience in legal tech, court reporting, or working with attorneys or paralegals
- Familiarity with remote deposition platforms, transcription software, or audio/video capture tools
- Light scripting or SQL/KQL skills for log analysis
- Ticketing system experience
- Knowledge base authoring experience
Benefits:
- Equal employment opportunities
- Prohibits discrimination and harassment
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