Jobs at Guideline Group

Provide timely, professional support via phone, email, and chat; troubleshoot account issues; escalate complex cases; maintain accurate interaction records; collaborate with teams to improve customer experience.

Define and execute product strategy for legal-tech fintech solutions. Lead cross-functional agile teams through discovery, design, development, and launch. Conduct market research, prioritize roadmap, ensure regulatory and data-privacy compliance, and embed AI/LLM features and automations to deliver customer value.

Lead end-to-end product initiatives for a fintech accounting platform, define API-based integrations, collaborate with engineering/design/data, drive data-informed decisions, run A/B tests, and build modular SaaS capabilities that solve accounting professionals' needs.

Provide customer onboarding and multi-channel product support, troubleshoot and resolve first- and second-level technical incidents, perform in-depth system troubleshooting, and escalate or collaborate with R&D to resolve system-level issues.

Own customer-facing AI and CRM solutions, translate business needs into AI agents and automated workflows, lead implementations, coordinate with development teams, and improve internal processes using AI while managing customer relationships.

Lead end-to-end technology and business systems projects: define scope, build plans, coordinate cross-functional teams and vendors, manage implementations, integrations, releases, and process automation. Monitor risks and dependencies, drive resolutions, provide status updates, and continuously improve project management practices to deliver projects on time and aligned with business priorities.

Design, develop, and maintain automated test scripts and frameworks. Define test strategies, implement automation, collaborate with cross-functional teams, and improve QA processes to ensure software quality and reliability.

Design, build, test, and maintain front-end and back-end features. Write clean, reusable code, troubleshoot and debug, improve performance and scalability, participate in code reviews, and follow Agile/Lean development practices.

Manage post-sale customer lifecycle: onboard new customers, monitor product usage, drive adoption and retention, identify upsell opportunities, coordinate training, handle inquiries, and relay customer feedback to product and support teams.

Design, implement, and maintain cloud infrastructure on AWS and Azure. Build CI/CD pipelines with Azure DevOps, manage IaC with Terraform/Terragrunt, containerize with Docker, administer Windows/Linux servers, implement monitoring with Grafana, automate tasks with PowerShell/Bash/Python, and troubleshoot production systems.

Lead and build a Core Engineering team to solve system-level challenges, drive architecture (monolith→modular/services), perform hands-on development, improve scalability, performance, observability, and mentor engineers while enabling cross-team delivery and owning major refactors in production.

Lead the company-wide QA function, define QA methodologies and best practices, design and maintain automated test frameworks, increase automation coverage, collaborate with Product and Dev teams, ensure release readiness, and introduce AI-driven QA improvements.