magnals - IT Support Analyst (West Coast)

• 3+ years in customer-facing technical support — B2B SaaS, IT help desk, legal tech, or similar• Calm under pressure. You've been the person on the line when a customer's live event is broken and the clock is ticking. You don't panic — you fix or you route, and you keep the user informed.• Sharp triage instincts. You can tell the difference between "this is a product bug" and "this is a laptop issue" without a 45-minute back-and-forth.• Strong written communication. Our users are legal professionals. They notice writing quality. Tickets, emails, and knowledge base articles all need to be clean.• Comfortable on Windows and Mac with basic networking fluency (Wi-Fi troubleshooting, audio device configuration, browser diagnostics).• Self-starter. This is a brand-new team. The runbooks don't exist yet. The process is what we build together. If you need an established playbook before you can act, this isn't the right role.• Available for on-call rotation. P0 incidents happen during live proceedings. We pay a stipend per shift.• Based in the Pacific time zone, available 10a–7p PT • 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• Ticketing system experience (Zendesk, ServiceNow, Jira Service Management, or similar)• Knowledge base authoring experience