Platform Support Engineer

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    "heading": "Platform Support Engineer",
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    "description_html": "<div class=\"job_description\">\n\t\t\t\t\t<h2 style=\"margin-bottom:8px;text-indent:0in;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><em>We offer a flexible working policy that supports a healthy balance between personal and professional well-being. This role requires in-office presence on Tuesdays &amp; Thursdays to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance.</em></span></span></h2><br><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong>Being an Platform Support Engineer at iManage Means&#8230;</strong><br>You&#8217;re a data&#8209;driven problem solver with experience triaging issues at scale. You excel at breaking down complex technical problems and explaining them clearly to a wide range of audiences. You&#8217;re a passionate customer advocate who works proactively to anticipate issues, identify patterns, and raise visibility to problems in a thoughtful, data&#8209;guided way.<br><br>The Platform Support role sits within the Customer Reliability team. This team is deeply knowledgeable in the consumption and reliability of the iManage Cloud platform across services and interfaces (both first&#8209;party and partner). They set the standard for how we anticipate, communicate, and respond to reliability issues while driving ongoing,&#160; iterative improvements across products and services&#8212;internally and externally.<br><br>When multifaceted reliability challenges arise that don&#8217;t fit neatly within existing constructs, the Customer Reliability team steps in as customer advocates, guiding data&#8209;led decision making and supporting holistic, platform&#8209;wide improvements based on lessons learned.<br><br><strong>iM Responsible For&#8230;</strong></span></span><ul><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Developing and maintaining a deep technical knowledge of our iManage platform services.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Collaborating with customer-facing, product, and infrastructure teams on the development and deployment of scalable, reliable software for our customers.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Proactively assisting internal teams and customers to avoid or reduce problem occurrence.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Conducting incident management and contributing to associated retrospective/postmortem as needed and providing feedback to teams for product improvement and reliability.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Working cross functionally with product, engineering, and site-reliability engineering on enhancements to our platforms monitoring capabilities across all products</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Advocating for users and stakeholders by exposing friction and reliability concerns within the products that contribute to customer service pain points.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Identifying and mitigating reliability risks.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Utilizing data to be a leader in continuous improvement.</span></span></li></ul><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong>iM Qualified Because I Have&#8230;</strong></span></span><ul><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">A Bachelor&#8217;s degree in computer science or information technology.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">The ability to distill and communicate highly complex issues for a non-technical audience.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Exposure to distributed cloud service technologies.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Experience with debugging and utilizing REST APIs for data analysis or manipulation.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Familiarity with log aggregation and monitoring tools (Kibana, Splunk, Grafana).</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">A passion for technology, solving challenging problems, and a development mindset.</span></span></li></ul><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><em>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!</em><br><br><strong>iM Getting To&#8230;</strong></span></span><ul><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Join a rapidly evolving, industry-leading SaaS company on an exciting journey of growth and scalability!&#160;</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Take on meaningful, high-impact challenges by leveraging cutting-edge technologies and best-in-class protocols to drive innovation.&#160;</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Own my career path with our internal development framework. Ask us more about this!&#160;</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses &amp; training.&#160;</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture.&#160;</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Enjoy flexible work hours that empower me to balance personal time with professional commitments.&#160;</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Collaborate in a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events.&#160;</span></span></li></ul><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong>iManage Is Supporting Me By...</strong></span></span><ul><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Rewarding me with an annual performance-based bonus.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Offering comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%. </span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave. </span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Having multiple company wellness days each year to prioritize mental health and well-being.&#160;</span></span></li><li><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Providing access to RethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success through expert-led training and resources.&#160;</span></span></li></ul><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">The overall US annual base salary for this position is $75,000 - $80,000 per year. Individual compensation for each candidate depends on factors such as qualifications, experience, and candidate location. This range does not include additional forms of compensation, such as bonuses, commission, or benefits. Your recruiter will provide further details about the offer range, incentives, and overall compensation during the hiring process.<br><br>iManage is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity via text and exclusively communicates from emails using the @imanage.com domain. If you have any concerns or questions about communications you have received, please send them to <a href=\"/cdn-cgi/l/email-protection\" class=\"__cf_email__\" data-cfemail=\"c6a5a7b4a3a3b4b586afaba7a8a7a1a3e8a5a9ab\">[email&#160;protected]</a> so our team members can review.<br><br><strong>About iManage&#8230;</strong><br>At iManage, we are dedicated to Making Knowledge Work&#8482;. Our intelligent, cloud-enabled, and secure platform is trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data. We empower professionals across 65+ countries to unlock the full potential of their business content and communications.&#160;<br><br>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.<br>So we&#8217;re looking for people who embrace&#160;challenges. People who thrive on solving problems, pushing boundaries, and collaborating with the industry&#8217;s best and brightest. That&#8217;s the iManage way. It&#8217;s how we turn the impossible into reality, empower our employees to grow, unlock their potential, and create a meaningful impact on everything we do.&#160;<br><br><em><strong>Whoever you are, whatever you do, however you work. Make it mean something at iManage.</strong></em><br><br>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 federal, state or local laws.<br><br>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.<br>Learn more at: <a href=\"http://www.imanage.com\">www.imanage.com</a></span></span><br><br>Please see&#160;our&#160;<a href=\"https://support.imanage.com/worksite/iManage_Recruitment_Privacy_Notice.pdf?\">recruitment privacy statement&#160;</a>for more information on how we handle your personal data.&#160;<br><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">&#160;<br>#LI-KO1<br>#LI-Hybrid</span></span><br>&#160;",
    "description_text": "We offer a flexible working policy that supports a healthy balance between personal and professional well-being. This role requires in-office presence on Tuesdays & Thursdays to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance.\n Being an Platform Support Engineer at iManage Means…\nYou’re a data‑driven problem solver with experience triaging issues at scale. You excel at breaking down complex technical problems and explaining them clearly to a wide range of audiences. You’re a passionate customer advocate who works proactively to anticipate issues, identify patterns, and raise visibility to problems in a thoughtful, data‑guided way.\nThe Platform Support role sits within the Customer Reliability team. This team is deeply knowledgeable in the consumption and reliability of the iManage Cloud platform across services and interfaces (both first‑party and partner). They set the standard for how we anticipate, communicate, and respond to reliability issues while driving ongoing,  iterative improvements across products and services—internally and externally.\nWhen multifaceted reliability challenges arise that don’t fit neatly within existing constructs, the Customer Reliability team steps in as customer advocates, guiding data‑led decision making and supporting holistic, platform‑wide improvements based on lessons learned.\n iM Responsible For… Developing and maintaining a deep technical knowledge of our iManage platform services.\n Collaborating with customer-facing, product, and infrastructure teams on the development and deployment of scalable, reliable software for our customers.\n Proactively assisting internal teams and customers to avoid or reduce problem occurrence.\n Conducting incident management and contributing to associated retrospective/postmortem as needed and providing feedback to teams for product improvement and reliability.\n Working cross functionally with product, engineering, and site-reliability engineering on enhancements to our platforms monitoring capabilities across all products\n Advocating for users and stakeholders by exposing friction and reliability concerns within the products that contribute to customer service pain points.\n Identifying and mitigating reliability risks.\n Utilizing data to be a leader in continuous improvement.\n iM Qualified Because I Have… A Bachelor’s degree in computer science or information technology.\n The ability to distill and communicate highly complex issues for a non-technical audience.\n Exposure to distributed cloud service technologies.\n Experience with debugging and utilizing REST APIs for data analysis or manipulation.\n Familiarity with log aggregation and monitoring tools (Kibana, Splunk, Grafana).\n A passion for technology, solving challenging problems, and a development mindset.\n 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!\n iM Getting To… Join a rapidly evolving, industry-leading SaaS company on an exciting journey of growth and scalability!\n Take on meaningful, high-impact challenges by leveraging cutting-edge technologies and best-in-class protocols to drive innovation.\n Own my career path with our internal development framework. Ask us more about this!\n Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training.\n Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture.\n Enjoy flexible work hours that empower me to balance personal time with professional commitments.\n Collaborate in a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events.\n 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.\n Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data.\n Rewarding me with an annual performance-based bonus.\n Offering comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%.\n Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.\n Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.\n Having multiple company wellness days each year to prioritize mental health and well-being.\n Providing access to RethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success through expert-led training and resources.\n The overall US annual base salary for this position is $75,000 - $80,000 per year. Individual compensation for each candidate depends on factors such as qualifications, experience, and candidate location. This range does not include additional forms of compensation, such as bonuses, commission, or benefits. Your recruiter will provide further details about the offer range, incentives, and overall compensation during the hiring process.\niManage is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity via text and exclusively communicates from emails using the @imanage.com domain. If you have any concerns or questions about communications you have received, please send them to [email protected] so our team members can review.\n About iManage…\nAt iManage, we are dedicated to Making Knowledge Work™. Our intelligent, cloud-enabled, and secure platform is trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data. We empower professionals across 65+ countries to unlock the full potential of their business content and communications.\nWe 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.\nSo we’re looking for people who embrace challenges. People who thrive on solving problems, pushing boundaries, and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we turn the impossible into reality, empower our employees to grow, unlock their potential, and create a meaningful impact on everything we do.\n Whoever you are, whatever you do, however you work. Make it mean something at iManage.\niManage 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 federal, state or local laws.\nThis policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.\nLearn more at: www.imanage.com\nPlease see our  recruitment privacy statement  for more information on how we handle your personal data.\n#LI-KO1\n#LI-Hybrid",
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