Technology Support Specialist

About Norm Ai

Norm Ai, the agentic law company, has a client base with a combined $30 trillion in assets under management.

Norm Ai pioneered Legal Engineering, the process that empowers lawyers to build and supervise domain-specific AI agents with Norm’s proprietary suite of no-code software tools. Norm Ai technology is deployed inside many of the largest and most consequential institutions in the world.

Norm Ai is also the technology behind Norm Law, LLP, a separate but affiliated AI-native law firm built for the era of agentic AI. Norm Law’s attorneys advise leading institutions across private funds, private equity, venture capital, real estate, registered funds, and financial regulation, using the same legal intelligence platform that powers Norm Ai’s products.

AI Fluency:

Norm Ai prefers all team members to be fluent in AI. Successful candidates actively use AI in their day-to-day work to support thinking, creation, and problem-solving. They use it to improve the quality and speed of their work and to continuously refine how work gets done end-to-end.

Candidates should be prepared to demonstrate and discuss their AI usage throughout the interview process, including concrete examples of tools, workflows, and outcomes. We look for practical, hands-on experience, not theoretical familiarity.

This Role:

The Technology Support Specialist at Norm Ai is a technical, internal-facing role within Norm Ai’s Core Technology Team. You will be a trusted, hands-on technology partner for Norm Ai employees, including affiliated companies such as the attorneys and staff of Norm Law, an affiliated AI-native law firm. This role will combine in-person technical support, onboarding, training, and customer service. It’s a key part of ensuring that our employees are operationally positioned to best deliver operational value to the company.

This is a white-glove role. You will work directly with partners and senior principals, often under deal pressure, and you will be the person they call by name. You report to the Chief Security Officer and work closely with the Core Technology team and other internal/external stakeholders. Support is your primary function, but the role sits at the intersection of service, training, and technology adoption, at a firm where the technology is the product.

You Will:

• Deliver desk-side and remote support to Norm employees, across macOS and Windows environments, Google Workspace, Microsoft 365 (Outlook, Word, Excel, Teams), Slack, iManage, conferencing, mobile devices, peripherals, 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. You may also build quick-reference guides, FAQs, and short video walkthroughs so team members can help themselves.
• Work tickets through our IT help queue, meet response and resolution SLAs, and document fixes so the next person can self-serve.
• Process onboarding, offboarding, and access requests according to security procedures (approvals, least privilege, MFA), and escalate potential security issues promptly.
• Manage hardware inventory and provisioning, and keep conference rooms, AV and other services in Norm offices ready for use.
• Translate technical issues into plain language for users, and turn feedback into clear, actionable requests for other corporate partners and team members
• Track and report support metrics (ticket volume, time to resolution, satisfaction, platform adoption) and propose improvements to the support model.
• Help extend support coverage as Norm grows, including colleagues in other offices and time zones.
• Skills & Experience - Core: 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).
• 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.
• 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.
• Strong troubleshooting skills across macOS and Windows 10/11, Microsoft 365, and Google Workspace.
• Experience with device management (Intune and a macOS MDM), SSO and MFA, and basic identity and access administration.
• Experience designing and delivering end-user training, both in groups and 1:1, and writing clear, concise documentation.
• Comfortable working in a ticketing system against SLAs; experience with Linear, Jira, ServiceNow, or equivalent tools.
• 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.
• Security-minded: you understand confidentiality obligations and follow access and data-handling procedures without shortcuts.
• Excellent written and verbal communicator who can explain technology to non-technical audiences without condescension.
• Skills & Experience - Pluses: Relevant certifications: iManage Work certification, Litera certification, Microsoft (e.g., Endpoint Administrator), or CompTIA A+.
• Experience with legal workflow tools such as metadata scrubbing, PDF editing (Adobe Acrobat), closing sets, and data rooms.
• Experience supporting a platform migration, such as macOS to Windows or a document management system cutover.
• Experience as a legal technology trainer or with a legal AI adoption program.
• Basic scripting or automation (PowerShell, Bash, or similar).
• Background in a fast-paced startup or high-growth firm where you had to build processes as you went.

What Success Looks Like

30 Days:

Get fully onboarded to Norm's stack, including iManage, Workbench, our MDM tools, and the IT help queue in Linear.

Meet the partners and practice group leads you support, and learn how each group works and where the technology friction is.

Handle tickets independently and co-deliver at least one new-hire onboarding session.

60 Days:

Own technology onboarding end to end for at least one new-hire cohort.

Run a regular office hours cadence and publish or refresh the top attorney FAQs, starting with iManage and Workbench.

Consistently meet support SLAs, with partners in your practice groups knowing you by name and coming to you first.

Equity:

Included