Hybrid (2 to 3 days/week onsite)
Reports to: Director of Training and Support
Salary Range: $60,000-$65,000/year plus $5,000 annual bonus ($65,000-$70,000 OTE)
ABOUT NEXTPOINT
Nextpoint builds transformative software and services for the legal industry, making eDiscovery, case management, and litigation prep simple, fluid, and affordable for law firms of all sizes. Our secure, cloud based platform lets teams start document review in minutes, backed by powerful analytics, an intuitive interface, and best in class security at every point.
We're problem solvers, simplifiers, and challenge seekers, united by a shared goal: a great team culture and satisfied clients. We're headquartered in Chicago's Ravenswood neighborhood and proud to have been named one of Built In's Best Startups to Work for in Chicago five years running (2022 to 2026).
RESPONSIBILITIES
Client Support & Communication
- Manage and prioritize product support inquiries primarily via email, with additional support provided over phone and Zoom during business hours (9am to 5:30pm CT
- Dig into each support request with a problem solving mindset, knowing when to escalate to the Data Strategy or Software Engineering teams
- Define what should be billable versus included software support based on each client's SLA
- Take ownership of client needs to ensure a seamless, successful support experience
Process & Data Driven Improvement
- Spot trends in support requests and suggest improvements, whether that's new support resources, clearer SLA definitions, or product tweaks
- Use data from Zendesk to identify areas where support can improve
- Find ways to automate answers to routine requests and make it easy for other team members to jump in when needed
Product Feedback & On Call Support
- Gather feedback on bugs and feature ideas in a systematic, data driven way, helping developers focus on what matters most to customer
- Join the on call rotation roughly once every two months, providing after hours and weekend support so clients are always covered
QUALIFICATIONS
2+ years experience in SaaS technical support, with strong command of support processes, ticket management, troubleshooting, and escalation workflows
Demonstrated experience building or improving a support operation, such as developing workflows, resources, or processes that help a support team scale
Experience with support, ticketing, or project management systems such as Zendesk or Jira
Skilled at diagnosing data file issues, navigating network challenges, and solving technical problems
Comfortable in Excel, including formulas, vlookups, and macros, to manipulate and analyze data efficiently
Familiar with file types from macOS and Windows applications, with the ability to use third party software for conversions when needed
Strong client focused mindset, with the ability to accurately understand and own client requests
Excellent written and verbal communication skills
Comfortable navigating tight deadlines in a fast paced environment
Highly detail oriented and organized
Bachelor's degree in Engineering, Technology, Business, Legal, or a related field, or equivalent relevant experience
Preferred
Background in eDiscovery, digital forensics, or legal technology
Experience creating and maintaining knowledge base content, help center articles, or internal support documentation and guides
BENEFITS & PERKS
Competitive pay commensurate with experience
Flexible hybrid schedule (2 to 3 days onsite)
Comprehensive health coverage, including medical (BCBS PPO and HDHP/HSA options), dental and vision (Guardian)
Health, Dependent, and Transit FSA
Generous PTO, paid holidays, flexible summer hours, quarterly mental health days, and floating holidays
Annual professional development stipend
Monthly flexible benefit stipend
401(k) with company match
Free in office lunch Tuesday through Thursday
And more!
EQUAL OPPORTUNITY EMPLOYER
Nextpoint is an equal opportunity employer. We actively work to build a diverse team and encourage candidates of all backgrounds, including people of color and LGBTQ+ individuals, to apply. All applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other characteristic protected by applicable law. Pursuant to the Illinois Human Rights Act, applicants have the right to be free from discrimination resulting from the use of artificial intelligence in any employment decision.
Don't see the right role? Apply anyway, we're always looking for high performing, curious, entrepreneurially minded people to grow with us. Check out our client reviews on G2 and Capterra.
Skills Required
- 2+ years of experience in SaaS technical support, including support processes, ticket management, troubleshooting, and escalation workflows
- Experience building or improving support operations, workflows, resources, or processes that help a support team scale
- Experience with support, ticketing, or project management systems such as Zendesk or Jira
- Ability to diagnose data file issues, navigate network challenges, and solve technical problems
- Proficiency with Excel formulas, VLOOKUPs, and macros for data manipulation and analysis
- Familiarity with file types from macOS and Windows applications and third-party file conversion software
- Strong client-focused mindset and ability to understand and own client requests accurately
- Excellent written and verbal communication skills
- Ability to work under tight deadlines in a fast-paced environment
- Highly detail-oriented and organized
- Bachelor's degree in Engineering, Technology, Business, Legal, or a related field, or equivalent relevant experience
- Background in eDiscovery, digital forensics, or legal technology
- Experience creating and maintaining knowledge base content, help center articles, or internal support documentation and guides
What the Team is Saying
What We Do
Nextpoint is a Chicago-based legal technology company that has been building cloud-based eDiscovery and litigation software since 2001. We make it simpler for law firms, corporate legal teams, and government agencies to manage the full lifecycle of litigation — from data ingestion and document review to case preparation and trial presentation. Our platform is built on the cloud, which means legal teams can access it from anywhere, process large volumes of data quickly, and scale storage without the overhead of traditional infrastructure. Built-in AI tools help reviewers surface relevant documents faster, while advanced search, analytics, and granular access controls give teams the precision they need on complex matters. We serve clients across the spectrum — from small and solo firms to AmLaw 100 firms and federal agencies — all on a predictable, per-user pricing model. Our dedicated client success team works alongside customers as a true extension of their practice, not just a support ticket queue. What sets us apart isn't just the software. It's the combination of powerful technology, expert services, and a team that genuinely understands how legal work gets done. We've stayed independent and self-funded since day one, which means our roadmap is driven by our clients, not outside investors. We're about 80 people strong, headquartered in Chicago's Ravenswood neighborhood, and we're growing. If you're interested in building tools that shape how the legal industry operates — and doing it alongside a team that moves quickly and takes the work seriously — we'd love to meet you.
Why Work With Us
Nextpoint has been independent and self-funded since 2001 — which means we build for our customers, not for investors. That autonomy shapes everything from how we prioritize our roadmap to how we treat our people. We sit at an interesting intersection: legal technology is a serious, complex industry, but we're still a team of about 80 people where
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Nextpoint Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Chicago-based, with local employees in the office 2-3 days a week. We have some remote team members but tend to hire locally — we value the collaboration that comes with being in the same city.
