Senior Software Support Specialist

Smokeball
Chicago
Workplace: OnsiteFull timeUSD 75,000 - 85,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Client focus","Problem-solving","Curiosity","Communication","Critical thinking"]

Serve as Smokeball’s go-to Archie expert, owning escalations and driving resolution for Archie tickets across integrated and standalone users. Create and maintain Archie troubleshooting guides, reproduce complex issues to identify root cause, and partner with Product and Engineering to report trends and propose fixes. Informally guide other support specialists on Archie-related problems while monitoring ticket patterns to prevent recurring issues and improve response and client satisfaction.

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Smokeball
Smokeball
47 minutes ago

Senior Software Support Specialist

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Last checked: 47 minutes agoStatus: Live

Job Summary

Serve as Smokeball’s go-to Archie expert, owning escalations and driving resolution for Archie tickets across integrated and standalone users. Create and maintain Archie troubleshooting guides, reproduce complex issues to identify root cause, and partner with Product and Engineering to report trends and propose fixes. Informally guide other support specialists on Archie-related problems while monitoring ticket patterns to prevent recurring issues and improve response and client satisfaction.
Location: Chicago
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as the primary escalation point for Archie support tickets for both integrated and standalone users.
  • •Create, maintain, and resolve Archie tickets accurately and proactively using ZenDesk.
  • •Test and reproduce complex Archie issues to identify root cause, including issues other support tiers couldn’t resolve.
  • •Partner with Archie Product and Engineering leaders to report trends, provide feedback, and propose fixes.
  • •Build Archie troubleshooting guides and internal knowledge base content, and help improve support workflows ahead of the standalone launch.

Pay and Benefits

Salary: USD 75,000 - 85,000 annually
Perks:Health InsuranceDentalVision401k MatchParental Leave

Key Requirements

  • •3+ years of experience providing software support to clients, including escalation point or subject-matter expert responsibilities.
  • •Comfort troubleshooting AI-powered products and genuine curiosity about AI tools.
  • •Ability to communicate technical information clearly to non-technical users and confidently with leadership.
  • •Proven ability to propose solutions, ask for help when needed, and help drive fixes to execution.
  • •Ability to remotely diagnose and resolve complex software and AI-related system malfunctions.
Experience:3+ yearsSoftware supportAI tools
Skills:Client focusProblem-solvingCuriosityCommunicationCritical thinking
Tech Stack:ZenDeskAIArchie

Company Brief

Smokeball
Provides cloud-based practice management and productivity software for small law firms, offering case management, document automation, time recording, billing, and workflow tools to improve efficiency and compliance.
Industry: LegalTech
Company Size: Medium (51 to 250 employees)
Growth: Established Company
WebsiteLinkedIn