Job Description
The Software Engineering Specialist will play a critical role in supporting and sustaining complex software products by combining deep engineering knowledge with strong diagnostic and design comprehension. This individual will facilitate product design reviews and documentation while owning third level (Tier 3) support across multiple product development teams. The role requires a strong understanding of cross-product architecture, including functionality, dependencies, and how data flows between systems, with the ability to look at a product design and quickly understand how it works end-to-end. Responsibilities include diagnosing and resolving complex application issues such as data fixes and software bugs, performing deep root-cause analysis, and managing approximately 10–20 support tickets per day based on urgency and impact. The ideal candidate thrives in a fast-paced support environment, takes ownership of the development help desk, partners closely with engineering teams to escalate and resolve issues, and serves as a trusted technical resource by clearly articulating product design and functionality.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
- 5+ years of experience as a software specialist, software engineer, lead software engineer, etc
- Must be able to work PST hours
- Experience successfully developing and supporting commercial software applications
- Demonstrated expertise in troubleshooting and resolving complex software issues.
- Prior experience supporting development help desks and managing escalated technical problems is essential.
- Proficiency in JIRA and familiarity with issue tracking systems are required.
- Strong communication and documentation skills are important for effective cross-team collaboration.
- Ability to quickly grasp and analyze product logic across multiple solutions is critical.
- Knowledge of the legal industry and related workflows is a significant advantage.
- The ability to prioritize and handle multiple support requests efficiently is critical
Nice to Have Skills & Experience
- Located in Canada
- Experience working in the Legal technology space
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.