Support Analyst II

About OnitWe're redefining the future of legal operations through the power of AI. Our cutting-edge platform streamlines enterprise legal management, matter management, spend management and contract lifecycle processes, transforming manual workflows into intelligent, automated solutions.
We’re a team of innovators using AI at the core to help legal departments become faster, smarter, and more strategic. As we continue to grow and expand the capabilities of our new AI-centric platform, we’re looking for bold thinkers and builders who are excited to shape the next chapter of legal tech.If you're energized by meaningful work, love solving complex problems, and want to help modernize how legal teams operate, we’d love to meet you.

Position Summary 

Onit is growing and we are in need of an experienced Lead Support Analyst. The role provides world-class technical support via phone, email and online, for clients utilizing Onit’s suite of products. We are seeking someone who enjoys solving problems for other people, has a technical background (we will provide training on our products and services) and can explain complex ideas and concepts in a clear, simple manner. 

Key Responsibility

• Provide front-line and ongoing product and technical support for Onit’s products and solutions 
• Develop and maintain expert knowledge on Onit’s product suite 
• Educate users on all functions and features of our product line 
• Assist with management of account software subscriptions 
• Own and resolve customer and law firm escalations 
• Provide feedback and suggestions on product features, product performance, alternative solutions and market trends 
• You enjoy working in a fast-paced and dynamic environment, with minimal oversight and direction 
• You take responsibility for projects end-to-end, from idea to completion 
• Provide assistance, guidance, and coaching to colleagues where needed 
• Participate effectively as an individual and team contributor within a multifaceted technology environment 
• Support delivery and implementation services as necessary 
• Work on special projects as assigned 

Qualifications and Skills

• 2-6 years of related technical support is preferred (SaaS software preferred) 
• Demonstrated ability to quickly understand business requirements and expectations 
• Excellent verbal and written communication skills 
• Detail-oriented with strong organizational skills 
• Knowledge of programming or scripting languages such as SQL, Java, or similar technologies will be an added advantage.
• Ability to multi-task and prioritize across several projects simultaneously 
• High aptitude and EQ 

Benefits & Perks That Support You:Onit offers a comprehensive total rewards package designed to support the whole employee at work and beyond:Health Coverage: Employee and immediate family members.Time Away: Flexible paid time off and 10 company paid holidays annually.Family Support: Exceptional paid leave for birth parents, non-birth parents, and caregivers.  Onit also offers surrogacy and adoption reimbursement.Income Protection: 100% employer-paid life and disability insurance.Additional Coverage Options: Voluntary benefits including hospital indemnity, critical illness, accident.Tax-Advantaged Accounts: Flexi, NPS.Community Engagement: One paid volunteer day each year to give back to the community.
Our Commitment to ApplicantsWe know that not everyone will check every box in a job description. At Onit, we value diversity, inclusion, and authenticity. If you’re excited about this role but your experience doesn’t align perfectly with every qualification, we encourage you to apply. You may be exactly who we’re looking for.
Onit Values Customer First - Customer success is our success. We deliver value, listen, and act on customer needs. Purposeful Innovation - Innovation fuels our growth. We harness creativity to solve problems and lead with the intentions and expertise. Win as One - Teamwork is how we win. We are accountable, act with integrity, and communicate openly. Intentional Growth - Our people are the difference. We create an environment with compelling work, impactful contributions, and career growth.