Lead and grow a product support team for a live digital court reporting product (Maggie). Supervise analysts, triage and lead incident response for P0/P1 events, coordinate escalations to IT and engineering, run on-call rotations, develop runbooks/KB/training, track support metrics, provision hardware kits, and hire and train support staff.
Magna Legal Services is a trusted nationwide partner to law firms, corporations, insurance carriers, and government agencies, delivering comprehensive legal support at every stage of a case. From court reporting and record retrieval to jury consulting, investigations, litigation graphics, and language services, we help our clients navigate complex legal challenges with confidence. Our reputation is built on the expertise, dedication, and professionalism of our team, and we’re proud to foster a culture where talented people can do meaningful work and grow their careers.
The role
You’ll lead and grow the IT Support Analyst team, own incident management and escalation practices for live-production incidents, and build the runbooks, knowledge base, and training materials the product needs.
You’ll ensure analysts triage and resolve issues quickly, coordinate escalations to Magna IT and engineering, run on-call rotations for P0 emergencies, and continuously improve processes and tooling so court reporters get fast, reliable help during live proceedings.
Your job is to ensure issues are triaged quickly and make sure the user is never left waiting — especially if a deposition is happening right now.
You'll work closely with our Support Supervisor and Product Subject Matter Expert, the Magna IT team for hardware and network issues, and occasionally our engineering partners for product bugs. You'll also help build the knowledge base, runbooks, and training material we don't have yet — because we're starting from scratch.
You’ll lead and grow the IT Support Analyst team, own incident management and escalation practices for live-production incidents, and build the runbooks, knowledge base, and training materials the product needs.
You’ll ensure analysts triage and resolve issues quickly, coordinate escalations to Magna IT and engineering, run on-call rotations for P0 emergencies, and continuously improve processes and tooling so court reporters get fast, reliable help during live proceedings.
Your job is to ensure issues are triaged quickly and make sure the user is never left waiting — especially if a deposition is happening right now.
You'll work closely with our Support Supervisor and Product Subject Matter Expert, the Magna IT team for hardware and network issues, and occasionally our engineering partners for product bugs. You'll also help build the knowledge base, runbooks, and training material we don't have yet — because we're starting from scratch.
About Maggie
Maggie is Magna's digital court reporter product. Court reporters use Maggie live, during real depositions and proceedings, to capture the official record. When Maggie works well, no one notices. When something goes wrong, proceedings can stop. The stakes are real, and the people on the other end of the line are professionals who need help fast.
We're roughly doubling our user base over the next year and creating our first dedicated support team for the product. This is a founding role for that team.
Maggie is Magna's digital court reporter product. Court reporters use Maggie live, during real depositions and proceedings, to capture the official record. When Maggie works well, no one notices. When something goes wrong, proceedings can stop. The stakes are real, and the people on the other end of the line are professionals who need help fast.
We're roughly doubling our user base over the next year and creating our first dedicated support team for the product. This is a founding role for that team.
What a day looks like
- Supervise and coach analysts handling inbound tickets, calls, and chats from court reporters using Maggie
- Triage high-severity incidents and lead incident response for P0/P1 events (coordinate cross-team response, status updates, and restoration)
- Review and QA analyst bug reports for clarity and reproducibility before escalating to Restless Labs / engineering
- Coordinate with Magna IT for hardware, network, and device escalations and with MSP partners when deeper IT work is required
- Maintain and expand the knowledge base, runbooks, and training materials so common fixes are faster and repeatable
- Create and manage on-call schedules, handle escalations during rotations, and run post-incident reviews
- Track and report support metrics (SLAs, time-to-resolution, on-call performance, ticket trends)
- Build and oversee Maggie-specific hardware kit provisioning (East Coast focus: laptops and specialized mixers)
- Hire and grow the support team, conduct performance reviews, and run regular training sessions
- Watch for patterns in support data and work with Product and Engineering to prioritize fixes and feature work
- Build Maggie Specific hardware kits that include laptops and specialized mixers (East Coast)
- Watch for patterns and flag them to the product team
Qualifications
• 5+ years in customer-facing technical support (B2B SaaS, IT help desk, legal tech, or similar) with at least 2 years in a lead/supervisory role
• Calm under pressure — experienced with live event incidents where quick restoration is critical
• Strong triage instincts — can rapidly distinguish product bugs from hardware/IT issues and route appropriately
• Excellent written communication — tickets, KB articles, and customer updates must be clear and professional
• Comfortable on Windows and Mac with basic networking fluency (Wi-Fi troubleshooting, audio device configuration, browser diagnostics)
• Experience with ticketing systems (Zendesk, ServiceNow, Jira Service Management, or similar) and support metrics
• Self-starter — able to build processes, playbooks, and training from scratch
• Available for on-call rotation; able to lead and staff rotations (per-shift stipend)
• Calm under pressure — experienced with live event incidents where quick restoration is critical
• Strong triage instincts — can rapidly distinguish product bugs from hardware/IT issues and route appropriately
• Excellent written communication — tickets, KB articles, and customer updates must be clear and professional
• Comfortable on Windows and Mac with basic networking fluency (Wi-Fi troubleshooting, audio device configuration, browser diagnostics)
• Experience with ticketing systems (Zendesk, ServiceNow, Jira Service Management, or similar) and support metrics
• Self-starter — able to build processes, playbooks, and training from scratch
• Available for on-call rotation; able to lead and staff rotations (per-shift stipend)
Bonus points
• Experience in legal tech, court reporting, or working with attorneys or paralegals
• Familiarity with remote deposition platforms, transcription software, or audio/video capture tools
• Light scripting or SQL/KQL skills for log analysis
• Prior experience coordinating with MSPs and outsourced engineering pods
• Knowledge base authoring and training program development experience
• Familiarity with remote deposition platforms, transcription software, or audio/video capture tools
• Light scripting or SQL/KQL skills for log analysis
• Prior experience coordinating with MSPs and outsourced engineering pods
• Knowledge base authoring and training program development experience
Magna Legal Services 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.
Similar Jobs
Social Impact
Supervise IT staff and manage multi-site infrastructure, networks, servers, endpoints, access controls, physical security systems, vendors, budgets, and technology projects. Maintain data protection and HIPAA safeguards, oversee account provisioning and security incident response, coordinate MSP services, track IT performance, support site openings, and provide escalated technical support. The role requires reliable system availability, proactive risk remediation, accurate access administration, and cross-departmental technology planning.
Top Skills:
Access Control PlatformsAlarm SystemsApple Business ManagerGoogle WorkspaceHipaaJamf MdmmacOSMS OfficeMobile Device ManagementNetwork AdministrationServer AdministrationUbiquiti Cloud NetworkVideo Management SystemsWindows
Artificial Intelligence • Fintech • Insurance • Marketing Tech • Software • Analytics
Leads Compensation Operations for monthly commission and compensation processing serving approximately 1,500 agents and managers. Oversees an eight-person team, ensures accurate and timely monthly close, drives process improvement and automation, promotes AI adoption, reconciles transactions across finance systems and carrier statements, partners with compensation design and technology teams, and advises organizational leadership on compensation operations.
Top Skills:
Artificial IntelligenceCompensation Technology
.png)
Consumer Web • eCommerce • Machine Learning • Software • Sports • Analytics
Design and develop scalable cloud-based backend architectures for PSA’s consumer-facing Set Registry platform. Own features through architecture, implementation, testing, deployment, and production release. Build APIs for web and mobile applications, improve databases and existing applications, troubleshoot complex systems, and collaborate with product and engineering teams. Contribute to technical design reviews, documentation, monitoring, security practices, and automated testing.
Top Skills:
Amazon Api GatewayAmazon EcsAmazon EventbridgeAmazon SnsAmazon SqsAws CdkAws CloudformationAws LambdaBatch ProcessingDockerDynamoDBEvent-Driven ArchitecturesKubernetesMicroservicesPostgresPythonRest ApisTerraform
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
