Specialist Platform Support Engineer

Platform Support Engineer

Customer Reliability - Chicago, IL - Full Time 

*Please note, this position is based out of our Chicago office.*
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 Platform Support Engineer at iManage means…
You’re a data driven problem solver with experiencing triaging issues at scale. You are an expert at explaining complex technical problems to a variety of audiences. You are a passionate customer advocate and work proactively to anticipate and address or raise visibility to problems in a data driven way.
The Platform Support role sits within the Customer Reliability team. The Customer Reliability team is expert in consumption and reliability of the iManage Cloud platform across services and interfaces (first party & partner).
They guide the way we anticipate, communicate, and react to reliability issues while driving iterative improvements across products & services internally and externally.
When there are multi-faceted reliability problems, which don’t fit existing constructs, they engage as a customer advocate to guide data driven decision making and wholistic improvements across the platform based on lessons learned.

iM Responsible For…

• Developing and maintaining a deep technical knowledge of our iManage platform services
• Collaborating with customer-facing, product, and infrastructure teams on the development and deployment of scalable, reliable software for our customers
• Proactively assisting internal teams and customers to avoid or reduce problem occurrence
• Conducting incident management and contributing to associated retrospective/postmortem as needed and providing feedback to teams for product improvement and reliability
• Working cross functionally with product, eng, and sre on enhancements to our platforms monitoring capabilities across all products
• Advocating for users and stakeholders by exposing friction and reliability concerns within the products that also drive pain for customer service
• Identifying and mitigating reliability risks 
• Utilizing data to be a leader in continuous improvement

iM Qualified Because I Have…

• 4-7 years experience in a technical escalation role in a Support, Development, or SRE role
• Ability to distill and communicate highly complex issues for a non-technical audience
• Experience troubleshooting and supporting distributed cloud services
• Experience with debugging and utilizing REST APIs for data analysis or manipulation
• Exposure to Programming Scripting languages.
• Familiarity with log aggregation and monitoring tools (Kibana, Splunk, Grafana)
• Passion for technology and solving challenging problems with a development mindset

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 rapidly evolving, industry-leading SaaS company on an exciting journey of growth and scalability! 
• Take on meaningful, high-impact challenges by leveraging cutting-edge technologies and best-in-class protocols to drive innovation. 
• Own my career path with our internal development framework. Ask us more about this! 
• Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training. 
• Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture. 
• Enjoy flexible work hours that empower me to balance personal time with professional commitments. 
• Collaborate in a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events. 

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.
• Offering comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%.
• Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.
• 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.
• Having multiple company wellness days each year to prioritize mental health and well-being. 
• 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. 

The overall US annual base salary range for this position is $87,000–$135,000. 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 or benefits. Your recruiter will provide further details about the offer range, incentives, and overall compensation during the hiring process.

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 [email protected] so our team members can review.
About iManage…
At 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. 
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 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. 
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 federal, state or local laws.
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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