New Law Business Model (NLBM)

Technical Customer Success

• Own complex technical troubleshooting from discovery through resolution, including root-cause analysis, testing, implementation, documentation, and follow-through
• Provide clear technical guidance to members through Loom, email, phone, or other suitable channels
• Coordinate with external partners and maintain accountability through resolution
• Administer and support the Accelerator technology environment across GoHighLevel, HubSpot, Asana, and connected systems
• Manage relationships between HubSpot firms, orders, contracts, Asana implementation projects, and Accelerator member accounts
• Complete approved account builds, updates, pauses, reactivations, migrations, and technical closeout tasks
• Troubleshoot workflows, pipelines, calendars, forms, permissions, and settings
• Investigate deliverability, phone/SMS, domains, DNS, integrations, and data issues
• Provide bounded support for related legacy platforms as assigned
• Use AI and approved integration tools to investigate issues, interpret errors, and complete member requests
• Investigate APIs, webhooks, authentication, logs, and field mappings
• Coordinate complex development needs and document results and limitations
• Protect confidential member information
• Document recurring technical processes and knowledge for teammates
• Identify patterns and recommend repeatable fixes, documentation, automation, or product improvements

Solutions Engineer – Customer Success