Magna Legal Services · 4 weeks ago
IT Support Analyst (West Coast)
United States
Full-time
Remote
Mid Level
3+ years expMagna Legal Services provides end-to-end legal support services to law firms, corporations, and governmental agencies throughout the nation. They are seeking an IT Support Analyst to be the first point of contact for court reporters using their product, Maggie, and to resolve technical issues swiftly while coordinating with IT and engineering teams.
ConsultingInformation TechnologyLegal
Responsibilities
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
Qualification
Required
3+ years in customer-facing technical support — B2B SaaS, IT help desk, legal tech, or similar
Calm under pressure. You've been the person on the line when a customer's live event is broken and the clock is ticking. You don't panic — you fix or you route, and you keep the user informed
Sharp triage instincts. You can tell the difference between 'this is a product bug' and 'this is a laptop issue' without a 45-minute back-and-forth
Strong written communication. Our users are legal professionals. They notice writing quality. Tickets, emails, and knowledge base articles all need to be clean
Comfortable on Windows and Mac with basic networking fluency (Wi-Fi troubleshooting, audio device configuration, browser diagnostics)
Self-starter. This is a brand-new team. The runbooks don't exist yet. The process is what we build together. If you need an established playbook before you can act, this isn't the right role
Available for on-call rotation. P0 incidents happen during live proceedings. We pay a stipend per shift
Based in the Pacific time zone, available 10a–7p PT
Preferred
Experience in legal tech, court reporting, or working with attorneys or paralegals
Familiarity with remote deposition platforms, transcription software, or audio/video capture tools
Light scripting or SQL\KQL skills for log analysis
Ticketing system experience (Zendesk, ServiceNow, Jira Service Management, or similar)
Knowledge base authoring experience
Benefits
Base salary
Health insurance and benefits
401(k) plan available
We pay a stipend per shift
Company
Magna Legal Services
Magna Legal Services is a legal services company specializing in legal support services.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Audax Private DebtCIVC Partners
2022-10-19Acquired
2020-01-22Debt Financing
2018-12-05Private Equity
Leadership Team
Mark R. Williams
Chief Executive Officer & Member of Board of Directors
Tony Vaglica
CEO
Recent News
Company data provided by crunchbase