About BigHand 

BigHand offers technology solutions for busy legal professionals that provide data and insights to increase value and profits. Through our expert knowledge and innovative technology, we enable our customers to achieve enhanced efficiency, better decision-making and harness their competitive edge.

We build with tomorrow in mind, transforming ideas into action and empowering our customers to succeed in a world of constant change. We make big happen for our customers.

In Lebanon, we partner with Digitus Consultants who enable us secure top talent across Lebanon. Joining the BigHand team via Digitus will mean joining a values-driven business, we have these at the centre of everything we do. Our BigHanders are dedicated to building a culture where We Win Together, We Love to Learn, We Do the Right Thing, We Own It and We Find the Fun.

About the role

The Product Operation & Technical Support Engineer (POTSE) will be an expert in BigHand’s Document Creation technologies and provide technical support for complex issues escalated from the Customer Operation & Support teams. This role also includes working as an Implementation Engineer, collaborating with Projects and Product Specialists to deliver client projects for BigHand Create.

What you’ll do

• Manage and prioritise incidents, ensuring timely resolution and minimal impact on clients’ operations.
• Communicate effectively with clients to understand technical issues, provide updates, and ensure satisfaction.
• Perform root cause analysis for recurring issues and collaborate with Development teams for long-term solutions.
• Develop a deep understanding of our software products, including functionality, architecture, and integration points.
• Collaborate across teams to resolve complex issues and suggest product improvements.
• Create and maintain technical documentation and training materials for internal and external use.
• Stay up to date with industry trends and proactively suggest process improvements.

What we're looking for

• Experience in technical support or implementation roles.
• Knowledge of Microsoft Server/Desktop OS, networks, MS SQL Server, and document management systems.
• Familiarity with cloud technologies (Microsoft Azure preferred).
• Strong problem-solving and analytical skills.
• Ability to communicate technical concepts clearly to non-technical audiences.
• Organised, detail-oriented, and able to manage competing priorities.
• Collaborative team player with a proactive approach.
• Relevant experience or equivalent qualifications. Certifications in ITIL, Prince2, Scrum, or Microsoft technologies are beneficial.

This role requires flexibility to support both UK and US business hours.

What we offer (via Digitus)

• 15 days holiday per year + 3 extra BigHand days off between Christmas & New Year every year
• Various wellbeing benefits including medical insurance, wellbeing leave, online wellbeing programs & webinars, access to online therapy and Employee Resource Groups (ERG)
• Company-wide Wellness day, for our teams all across the globe to switch off and spend the day doing something to nourish their mental health
• Opportunities to give back with company volunteer events and individual volunteer days
• Family benefits including enhanced maternity leave, paternity leave and marriage leave
• Career growth opportunities and study leave options
• Remote-working arrangement
• Growing business with a global presence, growing Lebanon team and a brand new Beirut office (for those who would prefer hybrid-working)!

Our DEI Commitment

We welcome the unique value and individuality that you can bring to BigHand. We are an equal opportunity employer and are dedicated to recruiting solely based on capability and potential regardless of race, gender, sexual orientation, gender identity or expression, age, educational background, national origin, religion, military status or physical ability. Our BigHanders are dedicated to advancing our culture of belonging by embracing differing viewpoints, opinions, thoughts, and ideas.

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