Technical Support Specialist
Full-time
Avvoka
About This Job We’re Avvoka We build legal drafting technology for moments that matter - when the stakes are high, the documents are complex, and speed can’t come at the cost of control. Our platform helps legal teams move faster through contracts using automation, collaboration, and AI - without taking judgment away from the lawyers who own the risk. We believe technology should amplify expertise, not replace it. Avvoka is trusted by leading law firms, banks, and global enterprises, and we’ve grown through product strength and word of mouth alone. With headcount and revenue increasing by over 70% year on year, we’re scaling from a product-led success into a globally recognised legal-tech brand. We’re at an inflection point: evolving how the world’s most sophisticated legal teams work - and building a company where thoughtful people can do the best work of their careers. The role You’ll be the first person our clients hear from when something in Avvoka isn’t working the way they expect. As Technical Support Specialist, you’ll join our Manila-based DAS team, helping lawyers, knowledge teams, and legal operations professionals at leading law firms and enterprises get unblocked quickly - including clients working in US hours. This is a role with real scope. Beyond resolving tickets, you’ll support QA and document automation work, and we’ll want your ideas on how to make our support even better. In 12 months, you’ll know the platform inside out and will have helped shape how our clients experience support at Avvoka. What You'll Do Support and resolve
- Own incoming client requests through Intercom, triaging, investigating, and resolving issues quickly and clearly.
- Troubleshoot platform issues such as login and session problems, document generation errors, and template behaviour, escalating to Product and Engineering with clear, reproducible detail when needed.
- Keep clients informed from first reply to resolution, so no one is left wondering where their issue stands.
- Provide support across time zones, with a focus on covering US business hours.
- Support QA by testing new features, fixes, and releases before they reach clients.
- Contribute to document automation work once trained, helping build and refine client templates on the Avvoka platform.
- Spot patterns in incoming tickets and flag root causes, not just symptoms.
- Bring ideas to improve our support process, from Intercom workflows and saved replies to response times and client experience.
- Create and update help articles and internal guides so clients and colleagues can find answers on their own.
- Experience in a technical or customer support role, ideally supporting a SaaS product.
- Clear, professional written communication, with the patience to explain technical issues to non-technical users.
- A problem-solving mindset - you dig into issues, reproduce them, and see them through to resolution.
- Strong attention to detail and the ability to manage several open requests at once.
- A clear view of what great support looks like, and the confidence to suggest how we can improve ours.
- Eagerness to learn the Avvoka platform in depth - full training is provided.
- Flexibility to work hours that support our US clients.
- At least 2–3 years of experience in a technical customer support role.
- Availability to start soon - we’re looking to fill this role quickly.
- Hands-on experience with Intercom (or a similar tool such as Zendesk or Freshdesk), with ideas on how to get more out of it.
- Experience improving support operations, such as building macros, automations, or a knowledge base.
- Exposure to QA testing, document automation, or legal tech.
Vacancy posted 16 hours ago
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