Systems Engineer
Lead an IT support team, manage live‑production incidents, develop runbooks and knowledge bases, coordinate escalations, and run on‑call rotations for critical emergencies.
About Us:
Magna Legal Services provides end-to-end legal support services to law firms, corporations, and governmental agencies throughout the nation. As an end-to-end service provider, we can provide strategic advantages to our clients by offering legal support services at every stage of their legal proceedings.
The roleYou’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.
What a day looks like
Posted June 25, 2026