Role Description We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. - Resolve network issues, configure operating systems, and use remote desktop connections to provide immediate support. - Use email and chat applications to give clients quick answers to simple IT issues. - Contact clients via phone and/or provide clear, written instructions and technical manuals for complex problems. - Be a trusted person for customers, providing timely and accurate solutions to their technical problems. Qualifications - Degree in a relevant field, like Computer Science, IT, or Software Engineering. - Microsoft, Cisco, Linux, or similar certification is a plus. - Enjoy assisting people with computer issues and able to explain technical details simply. Requirements - Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role. - Hands-on experience with Windows/Linux/Mac OS environments. - Good understanding of computer systems, mobile devices, and other tech products. - Ability to diagnose and troubleshoot basic technical issues. - Familiarity with remote desktop applications and help desk software (e.g., Zendesk). - Excellent problem-solving and communication skills. - Ability to provide step-by-step technical help, both written and verbal. - BS degree in Information Technology, Computer Science, or relevant field. - Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus. Company Description

• Field inbound tickets, calls, and chats from court reporters using Maggie • Resolve common issues in real time • Triage incoming issues • Coordinate with Magna IT teammates • File clean, reproducible bug reports • Take on-call shifts for P0 emergencies • Update the knowledge base as you learn • Build Maggie Specific hardware kits • Watch for patterns and flag them to the product team

• Supervise and coach analysts handling inbound tickets, calls, and chats from court reporters using Maggie • Triage high-severity incidents and lead incident response for P0/P1 events (coordinate cross-team response, status updates, and restoration) • Review and QA analyst bug reports for clarity and reproducibility before escalating to Restless Labs / engineering • Coordinate with Magna IT for hardware, network, and device escalations and with MSP partners when deeper IT work is required • Maintain and expand the knowledge base, runbooks, and training materials so common fixes are faster and repeatable • Create and manage on-call schedules, handle escalations during rotations, and run post-incident reviews • Track and report support metrics (SLAs, time-to-resolution, on-call performance, ticket trends) • Build and oversee Maggie-specific hardware kit provisioning (East Coast focus: laptops and specialized mixers) • Hire and grow the support team, conduct performance reviews, and run regular training sessions • Watch for patterns in support data and work with Product and Engineering to prioritize fixes and feature work

• Field inbound tickets, calls, and chats from court reporters using Maggie • Resolve common issues in real time: account access, settings, configuration, how-to questions • Triage incoming issues: is this a Maggie product issue, a hardware/IT issue, or a feature request? • Coordinate with Magna IT teammates when the root cause is the user's machine, network, or peripheral • File clean, reproducible bug reports with our engineering pod (Restless Labs) when the issue is in the product • Take on-call shifts for P0 emergencies — when a deposition is in progress and Maggie is down, you're the person who gets it back up • Update the knowledge base as you learn what's common — every fix you figure out should make the next ticket faster • Build Maggie Specific hardware kits that include laptops and specialized mixers (East Coast) • Watch for patterns and flag them to the product team