The Role
Provide advanced technical support and configuration for Onits SaaS legal operations platform. Troubleshoot and resolve complex technical issues, optimize performance, advise clients on best practices, collaborate with Engineering and Product teams, and drive product improvements based on client feedback.
Summary Generated by Built In
About Onit:
We're redefining the future of legal operations through the power of AI. Our cutting-edge platform streamlines enterprise legal management, matter management, spend management and contract lifecycle processes, transforming manual workflows into intelligent, automated solutions.
We’re a team of innovators using AI at the core to help legal departments become faster, smarter, and more strategic. As we continue to grow and expand the capabilities of our new AI-centric platform, we’re looking for bold thinkers and builders who are excited to shape the next chapter of legal tech.
If you're energized by meaningful work, love solving complex problems, and want to help modernize how legal teams operate, we’d love to meet you.
Position Summary:
As a Solution Engineer at Onit, you will play a critical role in providing exceptional technical support to clients utilizing our suite of products. You will be responsible for troubleshooting and resolving complex technical issues as well as performance optimization, ensuring that our clients have a seamless and successful experience with our solutions. This position offers an exciting opportunity to work cross-functionally with teams across Engineering, Product Management, Global Support, and Professional Services to deliver world-class solutions and customer satisfaction.
Key Responsibilities:
- Configure advanced technical solutions to support clients, addressing complex technical issues and product inquiries related to Onit’s suite of solutions.
- Troubleshoot, diagnose, and resolve technical challenges across the product stack, delivering prompt and efficient solutions.
- Ensure seamless client experience by resolving issues and supporting ongoing business needs.
- Collaborate closely with internal teams, including Engineering, Product Management, Global Support, and Professional Services, to ensure comprehensive resolution of client issues and to drive product enhancements.
- Identify and escalate recurring issues or patterns to the development teams to improve product functionality and reduce future support requests.
- Serve as a technical advisor to clients, offering insights and guidance on best practices for leveraging Onit’s products to meet business goals.
- Perform performance optimization of Onit’s products and solutions, ensuring efficient operation and resolving any performance bottlenecks or issues.
- Contribute to continuous improvement initiatives by providing feedback on product features, functionality, and customer requirements.
Supporting the effort to ensure the highest levels of client satisfaction with our products and services, the Solution Engineer will have the following responsibilities and duties:
Required Skills:
- 2+ years of experience in advanced customer support, preferably within a SaaS (Software as a Service) environment
- Bachelor’s degree in Computer Science, MIS or a related discipline or equivalent experience
- Proficiency in Ruby programming, with a general to advanced level of expertise.
- Knowledge of Python and its application in software development and support
- Prior experience working on SaaS implementations/integrations
- Solid understanding of programming fundamentals (e.g., algorithms, data structures, coding best practices, etc.)
- Demonstrated ability to quickly understand business requirements and expectations
- Excellent verbal and written communication skills, with the ability to effectively articulate complex technical concepts to both technical and non-technical stakeholders
- Detail-oriented with strong organizational skills
- Prior experience working on Business Process automation/management tools
- Excellent Microsoft Office Suite and general documentation proficiency
- Strong multitasking skills with the ability to prioritize and manage multiple projects simultaneously in a fast-paced environment
- Liquid templating language experience is a plus
- Experience in the legal industry is a plus, but not required
At Onit, we’re committed to offering fair and competitive compensation. In addition to base pay, associates are eligible for an annual discretionary bonus. The final base salary you receive will reflect factors such as your skills, education, experience, and work location.
Benefits & Perks That Support You:
Onit offers a comprehensive total rewards package designed to support the whole employee at work and beyond:
Health Coverage Choices: Three medical plan options, plus dental and vision, so you can choose what fits best. Employees on our HDHP plan also receive employer contribution to the HSA.
Retirement Savings: 401(k) with a 100% match on the first 3% and 50% on the next 2% of employee contributions.
Time Away: Flexible paid time off, 7 sick days, and 9 paid company holidays annually.
Family Support: Exceptional paid leave for birth parents, non-birth parents, and caregivers. Onit also offers surrogacy and adoption reimbursement.
Income Protection: 100% employer-paid life and disability insurance.
Additional Coverage Options: Voluntary benefits including hospital indemnity, critical illness, accident, and even pet insurance.
Tax-Advantaged Accounts: Healthcare FSA, HSA, and dependent care FSA.
Community Engagement: One paid volunteer day each year to give back to the community.
Our Commitment to Applicants
We know that not everyone will check every box in a job description. At Onit, we value diversity, inclusion, and authenticity. If you’re excited about this role but your experience doesn’t align perfectly with every qualification, we encourage you to apply. You may be exactly who we’re looking for.
This position will remain open for applications for 7 calendar days from the posting date.
Skills Required
- 2+ years of experience in advanced customer support, preferably within a SaaS environment
- Bachelor's degree in Computer Science, MIS or related discipline or equivalent experience
- Proficiency in Ruby programming
- Knowledge of Python and its application in software development and support
- Prior experience working on SaaS implementations/integrations
- Solid understanding of programming fundamentals (algorithms, data structures, coding best practices)
- Demonstrated ability to quickly understand business requirements and expectations
- Excellent verbal and written communication skills
- Detail-oriented with strong organizational skills
- Prior experience working on Business Process automation/management tools
- Excellent Microsoft Office Suite and general documentation proficiency
- Strong multitasking skills with ability to prioritize multiple projects
- Liquid templating language experience
- Experience in the legal industry
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The Company
What We Do
Onit is a global leader of enterprise software and artificial intelligence platforms and products for legal, compliance, sales, IT, HR and finance departments. Our software transforms best practices into smarter workflows, better processes and operational efficiencies. With a focus on enterprise legal management, matter management, legal spend management, contract lifecycle management and legal holds, we operate worldwide and help global companies and billion-dollar legal departments bridge the gap between systems of record and systems of engagement. Onit is the only company in our space with two platforms: Our leading no-code business process automation platform, Apptitude, and our business intelligence platform, Precedent. Apptitude allows customers to create, modify and deploy new software products and custom workflows. Onit’s legal AI platform, Precedent, enables our software products to read, write, and reason like a lawyer. Combined, the two platforms enable customers to digitally transform legal operations by automating processes, reducing costs and maximizing productivity with industry-leading cloud-based software.
