DISCO · 12 hours ago
Senior DISCO Desk Analyst
United States
Full-time
Remote
Mid, Senior Level
3+ years expDISCO is a cloud-native, artificial intelligence-powered legal solution provider that simplifies ediscovery and legal document review. The Senior DISCO Desk Analyst assists end-users throughout the legal discovery process, troubleshoots technical issues, and collaborates with the engineering team to enhance the DISCO platform.
Artificial Intelligence (AI)Document ManagementInformation TechnologyLegal Tech
No H1B
Responsibilities
Displays professionalism, quality service, and a solution-seeking attitude in all interactions with external clients, internal members of DISCO, and vendors
Communicates clearly and consistently with customers about technical and non-technical topics
Analyzes client needs, understands their requirements, and determines the appropriate course of action
Provides phone, chat, and email support, advising clients on leveraging DISCO effectively, troubleshooting data file issues, browser/internet connection problems, network issues, log files, and web-based applications
Proactively monitors open tickets, contact customers, and provide timely status updates
De-escalates challenging client interactions and works urgently to provide solutions
Escalates to leadership or other resources when necessary to ensure a positive customer experience and provide the required support and expertise
Works with engineering, project managers, and other groups within DISCO to resolve technical problems and address client concerns
Contributes to documentation, day-to-day activities, and product improvements
Assists junior team members in resolving technical problems and addressing client concerns
Creates custom reports using internal tools such as Quicksite, Kibana, and Excel
Serves as the first escalation point within the DISCO Desk for team members
Performs special assignments and provides technical expertise as directed by management
Provides feedback and suggestions to the Product team at DISCO for driving product improvement on behalf of customers
Qualification
Required
Bachelor's or equivalent experience
3+ years experience in a technical support role at a technology company
1+ years experience with any of the following; Salesforce, Jira, Asana, Talkdesk
1+ years experience troubleshooting SaaS based products
1+ years experience creating technical documentation
1+ years prior litigation support or consulting experience
Tech-Savvy Problem Solver
Strong communication skills
Proficient with IT or application support ticketing systems
Customer service champion
Strong attention to detail and organization skills
Ability to quickly learn new concepts and teach others
Authorization to Work in the U.S.: Candidates must be legally authorized to work in the United States without sponsorship now or in the future
Benefits
Benefits, including medical, dental and vision insurance, as well as 401(k)
Flexible PTO
Company
DISCO
DISCO is a legaltech company that applies AI and cloud computing to legal problems to help lawyers and legal teams improve legal outcomes.
501-1000 employees
Funding
Current Stage
Public CompanyTotal Funding
$233.57MKey Investors
Comerica IncorporatedGeorgianBessemer Venture Partners
2021-07-21IPO
2020-12-17Debt Financing· $40M
2020-10-15Series Unknown· $60M
Leadership Team
Eric Friedrichsen
CEO and Board Director
Michael Campbell
Chief Financial Officer
Recent News
MarketScreener
2025-12-22
2025-12-22
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