Senior Legal Technology Support Specialist

Senior Legal Technology Support Specialist

At Epiq, your work contributes to complex, global legal outcomes. You'll join a values-driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise-wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that's recognized externally. Enabled by modern platforms and AI, you'll do the most meaningful work of your career and see your impact at scale.

Overview

The Senior Legal Technology Support Specialist provides advanced technical leadership and client stewardship for Service Delivery, owning the end-to-end reliability, readiness, and continuous improvement of court-technology operations across EMEA. The role spans architecture oversight, complex incident command, and standards governance for hearing-room solutions including transcription, electronic presentation of evidence (EPE), TMX, audio management, and videoconferencing, ensuring consistently excellent outcomes for internal teams, external stakeholders, and high-profile proceedings.

This is a predominantly onsite role based in London (3-4 days per week), with occasional travel across the region and opportunities for remote working during court recess periods at the discretion of the Technical Delivery Manager. This role supports both in-person and virtual hearings across all EMEA regions and requires a high level of technical competency, communication, and customer service.

Key Responsibilities

Technical Setup & Support

• Define and maintain the reference architecture and gold-build standards for hearing-room and virtual hearing solutions (EPE/TMX, Audio, VC), ensuring platforms are secure, compliant and support rapid deployment at scale across EMEA.
• Conduct technical setup and re-rig activities for hearing rooms and virtual environments
• Deliver technical assistance for EPIQ-managed cases, including transcription, evidence presentation and document management systems
• Lead complex environment design, including hearing-room schematics and integration patterns for new and existing technologies; review and sign-off designs produced by others.
• Install and support Audio-Visual services. Provide onsite specialist support for Audio-Visual service contracts
• Manage hardware and application support, ensuring equipment is prepared, tested, and fully operational for hearings
• Conduct and document regular equipment tests to meet audit standards and ensure uninterrupted hearings
• Perform daily connectivity checks on hearing solutions
• Uphold safety protocols, including manual handling of equipment
• Produce hearing room schematics for design solutions
• Serve as an EPE Operator or videoconferencing moderator for court hearings as required, demonstrating professionalism and serving as a role model for independent contractors
• Coordinate with Project Management and Scheduling teams prior to each hearing to ensure all technical requirements are planned and fulfilled in advance
• Advanced technical troubleshooting across EPE/TMX, audio, VC, networks, and endpoints; able to diagnose systemic issues and design durable fixes.

Equipment & Data Management

• Maintain accurate records of equipment allocation, tracking logs, upgrades, and maintenance protocols for court reporting equipment. Ensure all precise tracking across multiple hearings
• Manage a detailed fault log to monitor and mitigate technical issues
• Update procedures in line with risk management to mitigate technical issues
• Identify best fit equipment and applications to meet client needs and proactively engage in new system rollouts
• Ensure all data is stored securely in compliance with data retention policies, and guarantee that all equipment is wiped and imaged accordingly, including the maintenance of internal secure file transfer platforms
• Complete biannual stock audits during court recess periods
• Track equipment allocation across multiple hearings with accuracy

Client & Contractor Support

• Provide exceptional client-facing support
• Participate in introductory client meetings to support seamless delivery
• Participate in client feedback meetings
• Produce client-facing documentation inclusive of training manuals, technical quick reference guides, demos, RCA documentation, contractor training materials
• Provide clear timely client communication
• Support the operations team in the delivery of client requests
• Train, support, and conduct quality checks for independent contractors
• Provide professional, first-class service to our clients in the hearing room setting
• Mentor and upskill more junior Specialists and independent contractors; define onboarding, shadowing, and quality-check frameworks; certify Operators for complex hearings.

Project & Service Coordination

• Collaborate with the Project Management Team to organise and process TMX hearing bundles prior to EPE service delivery, ensuring Operators are well-prepared
• Coordinate with Project Management and Scheduling teams to ensure all hearing requirements are met
• Partake in project calls to identify best fit technical solutions, problem solve complex technical requirements implementing these solutions in the hearing room
• Communicate complex technical solutions to clients and internal stakeholders
• Log technical activities within the internal database to support accurate recording keeping and billing
• Identify and implement cost efficiencies
• Create hearing room schematics for existing and new technology solutions
• Prepare business justifications for new technical solutions

Audio & Transcript Operations

• Collect, edit, and securely upload audio recordings from courts and government venues
• Process audio transcript syncing requests via relevant software
• Manage and monitor audio requests in line with technical and security requirements

Continuous Improvement & Collaboration

• Identify and implement operational improvements and innovative solutions.
• Write and maintain procedure manuals and training guides
• Support Senior Business Application Engineer and maintain vendor relationships
• Lead projects involving software development and provide updates across international team stakeholders.
• Demonstrate high-level communication and multitasking abilities as measured by KPIs established by the Technical Delivery Manager, maintaining responsiveness via email and MS Teams.
• Proactively identify opportunities for improvement, employ problem-solving skills, and implement innovative solutions.
• Communicate positively with stakeholders with well-considered and documented technical set-up and innovations
• Collaborate with international teams on the roll-out of new software across regions.

Skills and Competencies

• Team-oriented, supportive, and collaborative
• Confident in client-facing roles including kick-off calls, meetings, and in-court setups
• Knowledge-driven, results-focused, adaptable, and flexible to occasional out-of-hours work
• Professional appearance and positive communicator at all levels
• Strong problem-solving, workload prioritisation, and initiative
• Self-motivated and committed to personal and team development
• Strong technical troubleshooting skills
• Excellent communication and client facing abilities
• Ability to multitask and remain effective under time pressure
• High attention to detail and strong organisation skills
• Willingness to travel and support hearings across the region

Background & Profile

• Strong technical capability with broad IT competence.
• Advanced Microsoft Excel skills.
• Experience creating technical installations diagrams and supporting training material
• Experience in a client facing technical support role
• Excellent written and spoken communication; able to multi-task effectively.
• Interpersonal strengths including analytical, pragmatic, and thorough approaches.
• Experience in client-facing environments with high-level professionals.
• Highly organised, positive, and able to work independently.

Why Join Us?

If you enjoy fast-paced environments, growth, and working with enthusiastic high achievers, this role offers an exciting career path.

Must be authorised to work in the United Kingdom for any employer.

It is Epiq's policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual's race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital