About Norm
Norm builds AI-native professional services firms and the technology that powers them. Our mission is to help expert professionals deliver better work at greater scale.
Developing the technology and the firms together lets us rethink how work gets done, how teams operate and what clients can expect. Professional judgment and experience guide what we build, while advances in the technology expand what our firms can deliver. Our shared agentic platform connects that progress across teams and services.
Founded in 2023, Norm brings together experts across engineering, research, product, design and professional practice. Our legal and compliance platform serves institutions representing more than $35 trillion in combined assets under management.
Norm also powers Norm Law, LLP, an affiliated AI-native law firm whose attorneys advise leading institutions on complex corporate matters.
AI Fluency:
Norm 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.
Candidates 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.
This Role:
The 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.
This 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.
You Will:
- Deliver 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.
- Own the attorney technology onboarding program: device setup, coordinating account provisioning, and running new-hire sessions on iManage, Litera, Workbench, and other systems.
- Run 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.
- Work tickets through our IT help queue, meet response and resolution SLAs, and document fixes so the next person can self-serve.
- Process onboarding, offboarding, and access requests according to security procedures (approvals, least privilege, MFA), and escalate potential security issues promptly.
- Manage hardware inventory and provisioning, and keep conference rooms, AV and other services in Norm offices ready for use.
- Translate technical issues into plain language for users, and turn feedback into clear, actionable requests for other corporate partners and team members
- Track and report support metrics (ticket volume, time to resolution, satisfaction, platform adoption) and propose improvements to the support model.
- Help extend support coverage as Norm grows, including colleagues in other offices and time zones.
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Skills & Experience - Core:
- 3 to 5+ years of end-user or desk-side technology support,…