IT Support Analyst

This is a fully remote position, open to applicants in California.

📋 Description

• Handle inbound tickets, calls, and chats from court reporters utilizing Maggie

• Address common issues promptly

• Prioritize incoming issues effectively

• Collaborate with Magna IT team members

• Submit clear and reproducible bug reports

• Participate in on-call shifts for critical emergencies

• Update the knowledge base as new information is acquired

• Assemble Maggie-specific hardware kits

• Monitor for trends and report them to the product team

⛳️ Requirements

• Minimum of 3 years in customer-facing technical support — B2B SaaS, IT help desk, legal tech, or a related field

• Ability to remain calm under pressure

• Strong instincts for triaging issues

• Excellent written communication skills

• Proficient with Windows and Mac, with a basic understanding of networking

• Self-motivated individual

• Willingness to participate in on-call rotation

• Located in the Pacific time zone, available from 10 AM to 7 PM PT

• Experience in legal tech, court reporting, or working with attorneys or paralegals

• Familiarity with remote deposition platforms, transcription software, or audio/video capture tools

• Basic scripting or SQL/KQL skills for log analysis

• Experience with ticketing systems

• Background in knowledge base authoring

🏝️ Benefits

• Equal employment opportunities

• Zero tolerance for discrimination and harassment