Ropes & Gray

Role Description Looking for a highly qualified and motivated Senior Technical Support Specialist to provide first tier phone support for the efficient resolution of technology problems and requests. This role is responsible for providing in-depth technical support and leading the problem-solving/troubleshooting efforts for internal customers in all domestic and international offices. The Senior Technical Support Specialist receives, prioritizes, documents, and actively resolves end user technical requests via the phone using diagnostic skills, knowledge management and help request tracking tools. [This is a work from home position and requires proven ability to work independently with limited direct supervision. The assigned shift is from Monday – Friday, 10am – 6pm EST and may include on-call support on a rotated basis. Occasional travel to a Ropes & Gray office for training or other business needs.] An ideal candidate has experience providing support in a legal environment where there is high volume. The Senior Technical Support Specialist position is assigned to the User Support & IT Training Team and reports to the Senior Manager of User Support and Office Services. Responsibilities - Provide exceptional customer service while responding to telephone calls, e-mail and personnel requests for technical support. Track & monitor the problem to ensure a timely resolution and follow-up. - Work with callers and other technical support specialists to resolve simple to complex information system problems. - Document, log and track all information relating to customer problems in the ticketing system. - Perform day-to-day activities within established service levels & metrics. - Work closely with the User Support Management to escalate unusual or recurring problems. - Maintain working knowledge of all Firm deployed applications. - Apply functional knowledge and troubleshooting skills to resolve issues related to problems with mobile devices, Remote Access capabilities (VPN, Citrix, RSA tokens, etc.), Document Management system, Microsoft Office Suite, Hardware, Printers & other network devices. - Seek out opportunities to maximize help desk efficiencies and improve client service level. Essential Capabilities - Excellent listening, questioning and analytical skills along with the ability to remain calm under pressure & work in a concise, clear & focused manner. - Ability to understand and assimilate to the organization's culture, philosophy and values. - Ability to demonstrate analytical problem-solving skills by balancing the use of troubleshooting tools with a practical application of experience and creativity in minimal time. - Ability to understand customer needs and expectations, provide excellent service in direct and indirect manner, and fulfill customer expectations. - Ability to relate to non-technical users in user-friendly language. - Ability to gauge one's strengths and limitations, escalating problems when needed, in effort to move self and others forward positively. - Ability to manage multiple and sometimes competing priorities to meet all deadlines. - Ability to work independently with minimal supervision in an organized, disciplined and consistent manner. - Willingness to receive constructive criticism or feedback on job performance and adjust work habits as necessary. - Ability to quickly process information with high levels of accuracy. - Ability to maintain strict confidentiality of the firm's internal and personnel affairs. - Ability to work well with others, harness different skills and experience, and build a strong sense of team spirit. - Proactively seek out and attend on-going training for career development. - Ability to work in a multi-office environment. - Ability to work effectively in a culturally and educationally diverse environment. - Ability to provide overtime and holiday support as needed and requested. Qualifications - Minimum of 7 years of experience in a Help Desk capacity. Law firm experience preferred. - Excellent telephone etiquette and command of the English language with a demonstrated ability to maintain a customer service focus and attitude at all times. - Prior experience and proven success in a work from home capacity preferred. - Experience with Windows 11, mobile devices, remote access and document management systems preferred. - Expert level knowledge of Microsoft Office 365. Benefits - Comprehensive health and well-being benefits. - Personal and professional development opportunities. - Career growth opportunities. - Collegial and supportive culture. - Discretionary bonus based on performance. Compensation and Total Rewards Package - Washington D.C. ($77,000 - $117,450) - Boston, MA ($77,000 - $117,450) - Chicago, IL ($77,000 - $117,450) - New York ($84,000 - $128,000) Working Conditions This position is fully remote within a commutable distance of our office.

About Ropes & Gray Ropes & Gray is a preeminent global law firm. The firm has been ranked in the top three on The American Lawyer's prestigious A-List for eight consecutive years and #1 on Law.com's UK A-List twice in the past three years - rankings that honor the "best of the best" law firms. The firm has approximately 2,500 lawyers and professionals serving clients in major centers of business, finance, technology, and government in Boston, Chicago, Dublin, Hong Kong, London, Los Angeles, Milan, New York, Paris, San Francisco, Seoul, Shanghai, Silicon Valley, Singapore, Tokyo and Washington, D.C.The firm has consistently been recognized for its leading practices in many areas, including asset management, private equity, M&A, finance, real estate, tax, antitrust, life sciences, health care, intellectual property, litigation & enforcement, privacy & cybersecurity, and business restructuring. Ropes & Gray is an equal opportunity employer. Overview The Senior Applications Developer is responsible for designing, developing, and maintaining intelligent, AI-enhanced web and database solutions within the Microsoft ecosystem, primarily using C#, JavaScript, and modern AI frameworks and services. This developer should be passionate about coding and emerging AI technologies, thrive on solving complex business challenges through innovative approaches—including AI-driven automation and agentic workflows—and be able to manage multiple concurrent priorities spanning new AI-powered software development as well as applications maintenance and support. Individual must have a strong technical foundation in both traditional software engineering and modern AI development practices, including prompt engineering, AI agent orchestration, and the integration of large language models into enterprise applications. A full understanding of common coding standards, design patterns, configuration management, and full life cycle systems development is essential. Individual plays a critical role on a high-performing Application Development team that is actively embracing AI to transform how the firm builds and delivers software. The team works effectively across Information Services and with the business stakeholders we serve. Should have the ability to present complex technical information—including AI concepts and capabilities—to a wide range of audiences, be a fast learner of rapidly evolving AI technologies, be a creative thinker, share skills and information freely, and be able to mentor and train other developers on AI-assisted development practices. Effective communication skills a must. Responsibilities ESSENTIAL FUNCTIONS: - Develop and support maintainable, scalable, efficient, and effective solutions—including AI-powered features and intelligent automation—that contribute to and adhere to architecture and application framework standards and good coding practices across multiple solution patterns. - Design, build, and maintain AI agents and copilot experiences using Microsoft Copilot Studio and related AI orchestration platforms, integrating them into existing business workflows and applications. - Leverage agentic coding tools such as Claude Code, Cursor, and similar AI-assisted development environments to accelerate development velocity, improve code quality, and establish best practices for AI-augmented software engineering across the team. - Evaluate, prototype, and integrate AI services—including Azure OpenAI Services, large language models, retrieval-augmented generation (RAG) patterns, and semantic search—into enterprise applications to deliver measurable business value. - Prepare technical specifications, design documentation, code walk-throughs, test plans, and documentation of completed code, including documentation of AI model configurations, prompt templates, and agent behavior specifications. - Make quality a priority by thoroughly unit testing and integration testing code—including AI component validation and prompt regression testing—before releasing it to QA and Production. - Collaborate effectively and willingly with all IS departments, business and QA analysts, project managers, business stakeholders, and vendors. Help define requirements and explain the capabilities and limitations of various systems, including the responsible and effective use of AI technologies. - Review requirements documentation thoroughly and confirm requirements with solutions architect and business analyst before work begins. Raise concerns and identify gaps in requirements, particularly as they relate to AI feasibility, data readiness, and ethical considerations. - Stay current with the rapidly evolving AI landscape, proactively identifying opportunities to apply new AI tools, models, and techniques to improve firm operations and client service delivery. - Perform other job-related duties as necessary. - Qualifications ESSENTIAL CAPABILITIES: - Must demonstrate the ability to maintain strict confidentiality of the firm's internal, client, and personnel affairs - Excellent listening skills and written and oral communication skills, including effective presentation skills - Must be comfortable working in a fast-paced environment and be able to handle multiple projects at the same time - Must be able to re-prioritize work to keep up with the needs of the business - Self-starter and good collaborator with ability to work individually and within a team environment - Excellent interpersonal and communication skills, both written and verbal - Ability to work effectively in a culturally and educationally diverse environment - Willingness to work additional hours when needed - Strong intellectual curiosity about AI and a passion for exploring how emerging technologies can solve real business problems EDUCATION, EXPERIENCE AND SKILLS REQUIRED: - Must have a solid knowledge of Web Application Architecture and Design Patterns - 5+ years application development experience using Microsoft .NET (.NET Core; .NET Framework also acceptable) with C#, ASP.NET Core, and SQL Server - 2+ years’ experience building and consuming REST APIs - 2+ years’ experience in HTML, JavaScript, and CSS - 2+ years hands-on experience with AI technologies, including prompt engineering, AI agent development, and integration of large language models (LLMs) into production applications - Proficiency with agentic coding tools (e.g., GitHub Copilot, Claude Code, Cursor) and a track record of using AI-assisted development to improve productivity and code quality - Experience designing and implementing retrieval-augmented generation (RAG) architectures, including working with vector databases (e.g., SQL Server 2025, Azure AI Search, Pinecone, Qdrant) and semantic search techniques - Familiarity with AI orchestration frameworks (e.g., Microsoft Agent Framework, Semantic Kernel, LangGraph, AutoGen) for building multi-step, agentic workflows - Demonstrated expertise with Microsoft Copilot Studio, including building, configuring, and deploying custom copilots and AI agents within the Microsoft 365 and Power Platform ecosystem - Experience with Microsoft Azure AI services, including Azure OpenAI Service, Azure AI Search, and cloud-hosted AI application patterns - Experience with application data encryption; .NET Data Protection a plus - Experience leveraging mobile-native capabilities using web technologies a plus - Experience with cache servers, web sockets, service workers, and backplanes a plus - Understanding of responsible AI principles, including bias mitigation, transparency, and data governance as they apply to enterprise AI deployments - Exposure to secure coding practices and enterprise compliance requirements, particularly as they relate to AI data handling and privacy, a plus - Prior exposure to and support of the legal industry a plus - Proven experience with troubleshooting principles, methodologies, and issue resolution techniques Compensation and Total Rewards Package Ropes & Gray is proud to offer a comprehensive Total Rewards package to our business support team members. The firm also offers comprehensive health and well-being benefits, personal and professional development, career growth opportunities and a collegial and supportive culture. The anticipated pay range for this role is listed below and represents our good faith and reasonable estimate of the starting salary range at the time of posting. In addition, this role is eligible for a discretionary bonus based on performance. The actual offered rate for this position will be determined based on job-related, non-discriminatory factors, including qualifications and experience, geographic location, education, external market data and consideration of internal equity. - New York: $127,900 - $195,000 Working Conditions This position is fully remote within a commutable distance of our office.