Product Support Specialist - Institutions

As a Product Support Specialist - Institutions, you will act as the primary product expert and relationship manager for our Institutions client base. As a Product escalation role, you will provide advanced product guidance, ensure SLAs are met across all support interactions for institutions, and become a trusted advisor to client-side support teams.

This role bridges client enablement and internal accountability. You’ll facilitate the delivery of tailored product training, manage ongoing client engagement through site visits and calls, and provide strategic feedback to Product Management. With deep knowledge of the Institutions solution, you’ll ensure our clients receive exceptional, proactive support while helping to shape the future of the product based on real-world use.

What you'll be doing

• Provide first and second-line technical support and product guidance via phone, email, and internal support portals to users of our legal technology solutions.
• Investigate and resolve escalated software issues, collaborating with QA, DevOps, and Engineering teams to ensure timely and effective fixes.
• Assist in developing automation tools and scripts (e.g., Python, Bash) to streamline support tasks and improve data integrity.
• Work directly with clients to understand their workflows and deliver tailored technical solutions that enhance product adoption and efficiency.
• Document and escalate bugs, feature requests, and client feedback with clear, actionable reporting to the appropriate internal teams.
• Support testing and validation of new product features, patches, and releases prior to deployment.
• Mentor and support junior team members by sharing knowledge, best practices, and technical expertise.
• Promote best practices and drive client engagement through proactive outreach, training, and solution optimization.
• Maintain accurate records of support interactions in the helpdesk or incident tracking system, ensuring thorough follow-up and resolution.
• Create and maintain user-friendly support materials including how-to guides, FAQs, and internal documentation.
• Identify recurring issues and collaborate with Product and Development teams to drive long-term improvements.
• Assist in delivering product training sessions and client demonstrations as needed.
• Ensure a high standard of professionalism and customer satisfaction in all support engagements.

Requirements

What we're looking for in you

• 2+ years in a product support, customer success, or client-facing role, ideally in SaaS or legal tech environments.
• Strong understanding of client relationship management with the ability to build trust and rapport with stakeholders across various levels.
• Experience delivering training, workshops, or onboarding sessions to client teams, either in-person or virtually.
• Excellent written and verbal communication skills, including phone-based support and professional client interactions.
• Demonstrated ability to manage multiple priorities while ensuring team-wide SLA compliance.
• Familiarity with helpdesk/ticketing systems such as Zendesk, Jira, or FreshDesk.
• Confident in gathering and articulating product feedback, usability challenges, and client requests to internal product teams.
• Self-motivated and able to work independently, with excellent time management and follow-through.
• Willingness and ability to travel for on-site client meetings and training sessions as needed.
• Passion for legal technology and a drive to deliver meaningful, long-term value to Institution clients.
• Preferred Certifications; AWS Cloud Practitioner, ITIL Certification – Foundation, ITIL Certification (Practitioner - Incident Management.

Benefits

Working for Opus 2

Opus 2 is a global leader in legal software and services, trusted partner of the world’s leading legal teams. All our achievements are underpinned by our unique culture where our people are our most valuable asset. Working at Opus 2, you’ll receive:

• Contributory pension plan.
• 26 days annual holidays, flexible working, and length of service entitlement.
• Health Insurance.
• Loyalty Share Scheme.
• Enhanced Maternity and Paternity.
• Employee Assistance Programme.
• Electric Vehicle Salary Sacrifice.
• Cycle to Work Scheme.
• Calm and Mindfulness sessions.
• A day of leave to volunteer for charity or dependent cover.
• Accessible and modern office space and regular company social events.