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Exterro
Exterro
501 – 1,000 Employees
H1B Visa SponsorCybersecurityeCommerceLegal Tech
Exterro develops technology for managing data risk across legal, privacy, cybersecurity compliance, and digital forensics workflows. Its platform uses automation and artificial intelligence to help organizations handle complex e-discovery, governance, and compliance processes more efficiently. Serving more than 3,000 organizations with a team of approximately 750 employees, Exterro operates at the intersection of legal tech and cybersecurity, supporting data management needs across multiple industries.
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Technical Support Engineer – Remote, United States

Technical Support Engineer role at Exterro supporting customers of its data risk management platform. Resolve technical issues, collaborate across teams, and assist Fortune 1000 and Am Law 200 clients through expert product support.

USUnited States
$56,800 – $65,000 / year
RemoteFull-timeJuniorEnglish RequiredSupport Engineer
LinuxMySQLPostgresSQL

Description

  • Triage support tickets in collaboration with Training, Sales, Engineering, and other internal teams
  • Receive, investigate, and resolve customer-reported technical issues
  • Escalate complex or unresolved cases to senior support or engineering personnel
  • Deliver timely, high-quality service to both new and existing customers
  • Manage support requests through resolution with clear, consistent communication
  • Document client feedback and contribute to product fixes and enhancements
  • Address assigned issues through email, chat, forums, and phone when needed
  • Record comprehensive case details in the ticketing system in line with established procedures
  • Use customer insights to strengthen products and support operations
  • Build knowledge of emerging technologies and Exterro products
  • Safeguard the confidentiality, integrity, and availability of information and systems
  • Complete required security and privacy training

Requirements

  • Bachelor’s degree is required
  • At least 1–3 years of application support, IT support, or technical support experience
  • Must be located in the US Eastern Time Zone or able to work regularly from 6:00 AM to 3:00 PM Eastern Time
  • Availability to work a set Monday–Friday schedule
  • Must obtain Public Trust Security clearance within 6–9 months of hire and retain it throughout employment
  • Successful completion of additional security screening and background checks is required
  • Successful completion of a background check and drug screen is required
  • Must sign a non-competition agreement
  • Demonstrated ability to manage multiple projects simultaneously with professionalism
  • Strong motivation to take ownership of and resolve issues
  • Excellent written and verbal communication skills
  • Strong documentation abilities using Microsoft Office products
  • Experience providing remote support for end users and technical support issues
  • Knowledge of E-Discovery, the legal industry, or the forensics industry is a plus
  • End-user training experience is a plus
  • Hands-on experience with Windows, Linux, or IBM servers is preferred
  • Hands-on experience with relational databases such as MySQL, SQL Server, or PostgreSQL and basic SQL queries is preferred
  • Must follow the organization’s security and privacy policies, procedures, and standards
  • Must complete mandatory security and privacy training

Benefits

  • Variable pay, equity, bonuses, and/or other compensation may be offered
  • Health insurance
  • Retirement plans
  • Flexible paid time off
  • Opportunities for learning, development, and career advancement
  • Innovative, inclusive, and collaborative work environment
  • Support for professional development

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