4 months ago
Chicago, IL, USAMid Level / Senior
Base Salary
$103k - $159k/yr
Responsibilities
- Develop and maintain deep technical knowledge of iManage platform services while troubleshooting logs, queries, infrastructure, and distributed cloud services.
- Use telemetry, anomaly detection, and trend analysis to identify systemic issues and partner with technical stakeholders on proactive fixes.
- Serve as incident commander for P1/P2 incidents, coordinating communication and engineering response to restore services.
- Build and tune dashboards, alerts, and synthetic monitoring for real-time visibility into system and end-user health.
- Serve as the Platform Support escalation point and subject matter expert for service consumption and observability.
- Partner with Engineering and SRE teams on internal tooling, observability, supportability, and complex troubleshooting.
- Lead customer advisories, technical escalations, problem isolation, data gathering, and resolution validation.
- Own end-to-end root cause analyses and blameless postmortems while driving systemic fixes that prevent recurrence.
- Advocate for users and stakeholders by identifying product friction and reliability concerns.
- Drive automation, self-service, knowledge management improvements, and AI-powered operational improvements.
- Engage iManage partners to establish shared reliability practices and improve ecosystem knowledge.
Requirements
- 3–5 years of experience in a technical escalation role in Support, Customer Reliability Engineering, Development, or Site Reliability Engineering.
- Ability to understand and communicate highly complex technical issues to non-technical and executive audiences.
- Hands-on experience leading P1/P2 incident response, running postmortems, and driving systemic fixes.
- Experience troubleshooting and supporting distributed cloud services.
- Strong technical proficiency with SQL, Python, Bash/Shell, PowerShell, and REST APIs.
- Solid understanding of Azure Kubernetes Service and related Azure services.
- Deep knowledge of observability and support platforms including Splunk, Grafana, Kibana, and Prometheus.
- Strong technical troubleshooting, problem-solving, automation, and self-service improvement skills.
Benefits
- Hybrid work policy with required in-office presence Tuesdays and Thursdays and flexible working hours.
- Market-competitive annual base salary and annual performance-based bonus.
- Health, vision, dental, and life insurance plus a 401(k) plan with company match up to 4%.
- Enhanced paid parental leave of 20 weeks for primary leave and 10 weeks for secondary leave.
- Flexible time off and multiple company wellness days.
- Access to RethinkCare behavioral health and well-being resources.
- Unlimited access to LinkedIn Learning and interactive Microsoft courses and training.
- Internal career development framework, certifications, open-plan workspace, free snacks and drinks, gaming area, and social events.
Tech Stack
Categories
Site Reliability
About iManage
iManage builds a cloud-enabled knowledge work platform for law firms, corporate legal departments, and professional services, combining document and email management with search, governance, and AI. It sells enterprise software via subscriptions and managed cloud, with products such as iManage Work, iManage Share, and the Ask iManage generative assistant to organize and understand business content. Founded in 2015 and headquartered in Chicago, it is privately held and serves customers globally in regulated industries.