{"id":3314312,"url":"https://alion.io/job/norm-ai-technology-support-specialist","title":"Technology Support Specialist","company":{"id":48153,"name":"Norm Ai","domain":"norm.ai","url":"https://alion.io/company/norm-ai","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":95,"open_postings":5,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":66,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":120000,"max":150000,"currency":"USD","period":"year","gross":null,"usd_annual":150000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Google Workspace","optional":false},{"name":"Jira","optional":false},{"name":"Least Privilege","optional":false},{"name":"Linear","optional":false},{"name":"Outlook","optional":false},{"name":"PowerShell","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Slack","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-27T01:25:16Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-30T21:17:28Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"About Norm Ai\nNorm Ai, the agentic law company, has a client base with a combined $30 trillion in assets under management.\nNorm 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.\nNorm 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.\nAI Fluency:\nNorm 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.\nCandidates 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.\nThis Role:\nThe 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.\nThis 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.\nYou Will:\nDeliver 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.\n\nOwn the attorney technology onboarding program: device setup, coordinating account provisioning, and running new-hire sessions on iManage, Litera, Workbench, and other systems.\n\nRun 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.\n\nWork tickets through our IT help queue, meet response and resolution SLAs, and document fixes so the next person can self-serve.\n\nProcess onboarding, offboarding, and access requests according to security procedures (approvals, least privilege, MFA), and escalate potential security issues promptly.\n\nManage hardware inventory and provisioning, and keep conference rooms, AV and other services in Norm offices ready for use.\n\nTranslate technical issues into plain language for users, and turn feedback into clear, actionable requests for other corporate partners and team members\n\nTrack and report support metrics (ticket volume, time to resolution, satisfaction, platform adoption) and propose improvements to the support model.\n\nHelp extend support coverage as Norm grows, including colleagues in other offices and time zones.\n\nSkills & Experience - Core:\n3 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).\n\nA 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.\n\nHands-on experience with iManage Work (cloud preferred) and its Outlook and Word integrations; working knowledge of Litera Compare or a comparable document comparison tool.\n\nStrong troubleshooting skills across macOS and Windows 10/11, Microsoft 365, and Google Workspace.\n\nExperience with device management (Intune and a macOS MDM), SSO and MFA, and basic identity and access administration.\n\nExperience designing and delivering end-user training, both in groups and 1:1, and writing clear, concise documentation.\n\nComfortable working in a ticketing system against SLAs; experience with Linear, Jira, ServiceNow, or equivalent tools.\n\nGenuine 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.\n\nSecurity-minded: you understand confidentiality obligations and follow access and data-handling procedures without shortcuts.\n\nExcellent written and verbal communicator who can explain technology to non-technical audiences without condescension.\n\nSkills & Experience - Pluses:\nRelevant certifications: iManage Work certification, Litera certification, Microsoft (e.g., Endpoint Administrator), or CompTIA A+.\n\nExperience with legal workflow tools such as metadata scrubbing, PDF editing (Adobe Acrobat), closing sets, and data rooms.\n\nExperience supporting a platform migration, such as macOS to Windows or a document management system cutover.\n\nExperience as a legal technology trainer or with a legal AI adoption program.\n\nBasic scripting or automation (PowerShell, Bash, or similar).\n\nBackground in a fast-paced startup or high-growth firm where you had to build processes as you went.\n\nWhat Success Looks Like\n30 Days:\nGet fully onboarded to Norm's stack, including iManage, Workbench, our MDM tools, and the IT help queue in Linear.\n\nMeet the partners and practice group leads you support, and learn how each group works and where the technology friction is.\n\nHandle tickets independently and co-deliver at least one new-hire onboarding session.\n\n60 Days:\nOwn technology onboarding end to end for at least one new-hire cohort.\n\nRun a regular office hours cadence and publish or refresh the top attorney FAQs, starting with iManage and Workbench.\n\nConsistently meet support SLAs, with partners in your practice groups knowing you by name and coming to you first.\n\nCompensation and Benefits\nBase Salary: $120,000 to $150,000 per year\nThe range displayed in this job posting reflects the minimum and maximum target for new hire salary for this position. Within the range, individual pay is determined by various factors, including job-related skills, experience, and relevant education or training.\nEquity: Included\nBenefits: 401(k) with employer match, health, dental, vision coverage, unlimited paid time off, free lunch in office daily, employee referral bonus program\nRelocation: Financial support to ease your move to New York City, designed to make the transition smooth and stress-free.\nLocation / Office Requirement\nThis role is based in our New York City office at One World Trade Center and requires on-site presence 4 to 5 days per week, since desk-side and in-person support is core to the job. On-call availability will be expected on a rotating basis.\nTo learn more about Norm Ai, visit our website.","description_format":"text","description_chars":7528,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":true,"industries":["AI Agents","Financial AI","Legal AI"],"lifecycle":[{"event":"open","at":"2026-10-27T04:33:27Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":66,"reasons":["conf:2","win:early","comp:junior"],"computed_at":"2026-10-30T05:48:23Z"},"pay":{"stated_usd_annual":150000,"is_top_pay":true},"html_url":"https://alion.io/job/norm-ai-technology-support-specialist","json_url":"https://alion.io/job/norm-ai-technology-support-specialist.json","meta":{"generated_at":"2026-10-30T21:55:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12478,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":48153},"rest":"https://alion.io/mcp/rest/get_company?id=48153"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnorm-ai-technology-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnorm-ai-technology-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnorm-ai-technology-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/norm-ai-technology-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnorm-ai-technology-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3314312}},{"tool":"search_jobs","arguments":{"company":"norm.ai","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3314312},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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