Technology Support Specialist

Join Norm Ai, an AI-native law firm, as a Technology Support Specialist. In this hands-on role, you will provide technical support, onboarding, training, and customer service to Norm Ai employees and affiliated companies. You will work closely with partners and senior principals, ensuring they have the technology support they need to deliver operational value to the company. This is a white-glove role that requires strong troubleshooting skills, experience in a fast-paced startup or high-growth firm, and a genuine curiosity about AI tools.

• Deliver desk-side and remote support to Norm employees, across macOS and Windows environments, Google Workspace, Microsoft 365, Slack, iManage, and more.
• Own the attorney technology onboarding program: device setup, coordinating account provisioning, and running new-hire sessions on iManage, Litera, Workbench, and other systems.
• Run recurring office hours, floor walks, and enablement sessions in partnership with the Core Tech Team, and build quick-reference guides, FAQs, and short video walkthroughs.

• Security-minded: you understand confidentiality obligations and follow access and data-handling procedures without shortcuts
• Experience designing and delivering end-user training, both in groups and 1:1, and writing clear, concise documentation
• Basic scripting or automation (PowerShell, Bash, or similar)
• A proven record of white-glove service with partners and senior principals. You stay calm under pressure, handle privileged and confidential information with discretion, and set expectations clearly and gracefully
• Experience supporting a platform migration, such as macOS to Windows or a document management system cutover
• Strong troubleshooting skills across macOS and Windows 10/11, Microsoft 365, and Google Workspace
• Genuine curiosity about AI tools and comfort using them in your own work. You can learn new, internally built applications quickly and teach them to others
• Background in a fast-paced startup or high-growth firm where you had to build processes as you went
• Experience with legal workflow tools such as metadata scrubbing, PDF editing (Adobe Acrobat), closing sets, and data rooms
• Experience with device management (Intune and a macOS MDM), SSO and MFA, and basic identity and access administration
• Relevant certifications: iManage Work certification, Litera certification, Microsoft (e.g., Endpoint Administrator), or CompTIA A+
• Excellent written and verbal communicator who can explain technology to non-technical audiences without condescension
• 3 to 5+ years of end-user or desk-side technology support, including at least 2 years in a law firm or legal/professional services environment (service desk, site support, or applications support)
• Experience as a legal technology trainer or with a legal AI adoption program
• Comfortable working in a ticketing system against SLAs; experience with Linear, Jira, ServiceNow, or equivalent tools
• Hands-on experience with iManage Work (cloud preferred) and its Outlook and Word integrations; working knowledge of Litera Compare or a comparable document comparison tool