About Smokeball
We're the 2026 #1 Best Place to Work in Australia. With offices in Australia, the US, and the UK, Smokeball is the leading provider of legal practice management software, helping small and mid-sized legal practices run their best firm and live their best life. We're passionate about what we do, and our clients know it! We're also certified as a Great Place to Work. Culture plays a big part in our success, and our clear purpose and vision motivate us daily.
What We Need:
We’re looking for a senior, client-focused problem solver to become Smokeball’s go-to expert on Archie, our AI tool!
This isn’t a management role, it’s a senior individual contributor position where you’ll be the go-to person for all things Archie support. You’ll take the lead on escalations across both the Archie functionality built into our core software and our upcoming standalone Archie offering, with support remaining a shared service across both.
Reporting to Jeff, our Software Support Manager, you’ll have the opportunity to work directly with Archie’s Product and Engineering leaders. We’re looking for someone who doesn’t just flag problems, but gets curious, digs into the root cause, suggests solutions, asks for the right support, and helps figure out how we can make things better.
No two weeks will look exactly the same, but you could find yourself:
- Serving as the primary point of escalation for Archie tickets, both from Smokeball-integrated clients and stand-alone Archie users
- Accurately and proactively creating, maintaining, and resolving Archie tickets through ZenDesk
- Testing and reproducing complex Archie issues to identify root cause, including issues that other support tiers couldn’t crack
- Partnering directly with Archie product and engineering leaders to report trends, provide feedback, and propose fixes—not just problems
- Building and maintaining Archie-specific troubleshooting guides, workaround procedures, and internal knowledge base content
- Helping shape support workflows and escalation criteria ahead of the stand-alone Archie launch
- Informally guiding other support specialists on Archie-related tickets, sharing expertise without formal management authority
- Monitoring ticket trends to spot patterns worth flagging to leadership before they become bigger problems
- Contributing to team goals by improving response and resolution times, as well as client satisfaction ratings
Who You Are:
Company culture is the single most important ingredient to our success at Smokeball. Our core values hang on our walls, are listed in our handbook, and are discussed regularly. Our office thrives on positive feedback from our clients and team members alike and we really, really love small law firms. As the resident Archie expert, you’re comfortable being the person others turn to for answers, and just as comfortable bringing problems and ideas to leadership—you can articulate an issue, propose a solution, and know when to ask for help. It is expected that you will care for your colleagues and our clients from day one and that you will work hard to identify areas we can improve. We expect open communication, an open mind, and mad ping-pong skills (okay, not a requirement but definitely a plus).
What You Bring:
- 3+ years of direct experience providing software support to clients, including experience operating as an escalation point or subject-matter expert
- Genuine curiosity about AI tools and comfort troubleshooting AI-powered products
- Ability to communicate technical information clearly to non-technical users, and to communicate confidently and credibly with leadership
- Proven ability to not just identify problems but to propose solutions, ask for help, and help drive fixes to execution
- Ability to diagnose and remotely resolve complex software and AI-related system malfunctions
- Ability to think critically and quickly learn and adapt to new and evolving product functionality
- Excellent written and verbal communication skills
- Capable of managing multiple tasks and projects effectively across two connected but distinct product lines
Compensation
The pay range for this role is:
$75,000 - $85,000 per year
What's in it for you?
💵 Competitive Salary
💹 Work-Life Balance: 20 vacation days, 3 reboot days, birthday off, volunteer time, and more!
🧘 Benefits: Excellent medical, dental, vision coverage. 401(k) match, & monthly wellness stipend
👪 Parental leave
🥡 Office lunch and loads of snacks
🧢 And of course...the SWAG!
Want to Know More?
Why do we do what we do? Where did the name ‘Smokeball’ come from? What are our values? Learn more here!
*Smokeball values diversity & inclusion and is proud to be an Equal Employment Opportunity employer. Smokeball considers all individuals seeking employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.
If you’re excited about this role, we encourage you to apply even if your experience doesn’t check every box.
Skills Required
- 3+ years of direct experience providing software support to clients
- Experience operating as an escalation point or subject-matter expert
- Genuine curiosity about AI tools and comfort troubleshooting AI-powered products
- Ability to communicate technical information clearly to non-technical users
- Ability to communicate confidently and credibly with leadership
- Proven ability to identify problems, propose solutions, ask for help, and help drive fixes to execution
- Ability to diagnose and remotely resolve complex software and AI-related system malfunctions
- Ability to think critically and quickly learn and adapt to new product functionality
- Excellent written and verbal communication skills
- Ability to manage multiple tasks and projects across two connected product lines
Smokeball Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Smokeball and has not been reviewed or approved by Smokeball.
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Fair & Transparent Compensation — Stated salary bands on job postings and market‑aligned role snapshots indicate clear, competitive base pay across several Chicago‑based roles. Explicit ranges for sales roles with base plus commission increase visibility into how total pay is structured.
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Healthcare Strength — Comprehensive medical, dental, and vision coverage with multiple BCBS plan options is characterized as strong for the cost, with profiles calling the coverage excellent. The breadth of plan choices supports different employee needs.
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Leave & Time Off Breadth — The package combines PTO and sick time with two floating holidays, three reboot days, a birthday day off, and paid volunteer time, and time off is encouraged. This mix extends beyond standard vacation to provide additional recharge and flexibility days.
Smokeball Insights
What We Do
Smokeball is a legal practice management software for small law firms. Our mission isn’t simple, but it is straightforward: help small law firms be successful businesses so that they can better serve our communities.
Why Work With Us
Named a Best Workplace by both Crain’s and Inc. Magazine, we believe that fostering a great culture is just as important as providing a great product. We live and breathe our Core Values; they inform every strategic decision we make and guide our behavior with every person we meet.
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