Technical Support Engineer - AI

We offer a flexible working policy that empowers iManage employees to balance work and well-being. We encourage two days per week in-office collaboration, offering opportunities to learn from peers in person, while also providing the flexibility needed for a meaningful work-life balance.

Being a Technical Support Engineer at iManage means…

You’re passionate about problem-solving and taking ownership of your work.You will be utilizing your technical skills to help analyze and resolve some of the complex challenges our clients are facing, you will work with our internal teams to help ensure our client’s success and provide best in class support experience, and you will learn what it takes to #BeTheGuide across our products. You will leverage your technical expertise to analyze and solve the complex challenges our clients are encountering with our AI Software Suite.

You’re about to embark on your journey with iManage.  You will learn all about our clients, our products, and how we are on a mission to #MakeKnowledgeWork across the globe.  You will be joining a collaborative team that supports your growth and wants to see you progress your career.

One of our leaders, Director of our Cloud Support team (John Conrad), said it best:

An iManage Support Engineer is well positioned to build deep technical subject matter expertise in the iManage platform along with knowledge of business processes and customer lifecycle through integration with our Engineering, Cloud Operations, Customer Success, Product Management, and iManage partner ecosystem.

iM Responsible For…
 

• Applying your technical skills to analyze and solve the complex challenges our clients encounter with our AI Software Suite.
• Analyzing, diagnosing, and resolving software and configuration issues in complex multi-tiered application environments.
• Developing and maintaining a deep technical knowledge of our iManage product suite.
• Effectively collaborating with customer engineers and system integrators to support complex system deployment projects.
• Maintaining a deep technical knowledge of Microsoft Windows Servers, networking, relational databases, mobile smart devices, Microsoft desktop software, and web technologies
• Learning and maintaining deep knowledge of LLM (large language models), GenAI. methodologies and knowledge management process to deliver complex and comprehensive projects.
• Developing, documenting, and publishing best practice methods, technical white papers, blogs, and solutions.
• Proactively assisting customers and internal teams to avoid or reduce problem occurrence.

iM Qualified Because I Have…
 

• A Bachelor’s degree in computer science or information technology.
• An advanced Knowledge of mobile connectivity solutions including Apple iOS application.
• An advanced Knowledge of TCP/IP networking concepts and configuration, with the ability to troubleshoot the system, connectivity issues.
• A working knowledge of SQL database technologies.
• Knowledge of web technologies such as Microsoft IIS and Apache Tomcat, XML, HTML, JavaScript and /or  Python.
• MCSE, MCP or MCSA certification.

Don't meet every qualification listed above? Studies show that women and people of color are less likely to apply to jobs unless they meet all qualifications. At iManage, we are committed to building a diverse and inclusive environment, and encourage everyone to show up as their full authentic selves. We welcome those that come with a growth mindset and a hunger for learning; so, if you are excited about this role but your past experience doesn't align perfectly with every qualification we encourage you to apply anyways!
 
iM Getting To… 
 

• Join a supportive, experienced team with an inclusive, encouraging, and vibrant culture. 
• Have flexible work hours that allow me to balance my ‘me time’ with my work commitments. 
• Collaborate in a modern open plan workspace, with a gaming area, free snacks, drinks and regular social events. 
• Focus on impactful work, solving complex, real challenges utilising the latest technologies and protocols. 
• Own my career path with our internal development framework. Ask us more about this! 
• Learn new skills and earn certifications with access to unlimited courses in LinkedIn Learning. 
• Join an innovative, industry leading SaaS company that is continuing to grow & scale!  

 iManage is Supporting Me By…
 

• Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it.  
• Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data. 
• Rewarding me with an annual performance-based bonus. 
• Providing enhanced parental leave (20 weeks for primary and 10 weeks for secondary caregiver at 100% pay).
• Matching my pension contribution (up to 6%).
• Offering BUPA private medical insurance & a Simplyhealth cash plan to help with the everyday costs. 
• Providing Group life cover (including life insurance, income protection and critical illness protection). 
• Encouraging me to take time off with 25 days annual leave, bank holidays, and other life events.
• Caring for my mental health and well-being with multiple company wellness days and free access to the Healthy Minds app for mindfulness, meditation and more. 

About iManage… 

iManage is dedicated to Making Knowledge WorkTM.  Over one million professionals across 65+ countries rely on our intelligent, cloud-enabled, secure knowledge work platform to uncover and activate the knowledge that exists inside their business content and communications.   

We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not always easy but it is ambitious and rewarding.  

So we’re looking for people who love a challenge. People who are happiest when they’re solving problems and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we do things that might appear impossible. How we develop our employees’ strengths and unlock their potential. How we find meaning in everything we do.  

Whoever you are, whatever you do, however you work. Make it mean something at iManage. 
 

iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by the Law.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Learn more at: www.imanage.com
Please see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/ 

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