Support & Triage Paralegal

$80,000 – $100,000 | Full-Time | Remote We’re looking for a sharp, legally-fluent Support and Triage Paralegal to serve as the first substantive touchpoint for incoming client matters. If you thrive on variety, trust your own read, and have a low tolerance for things falling through the cracks, we’d like to talk. About General Legal We’re an AI-native law firm built to deliver high-quality commercial contract work faster and more predictably than traditional firms. We combine experienced, U.S.-barred attorneys with AI-native workflows to handle drafting, review, and negotiation end to end—without billable hours, bloated process, or junior handoffs. We operate like a startup because we are one: modern tooling, outcome-based pricing, remote-friendly work, and meaningful ownership for the people who build with us. Attorneys and clients alike depend on that technology every day, and keeping it running smoothly is mission-critical to how we operate. About the Role We’re looking for a tech-savvy, legally-fluent Support & Triage Paralegal to serve as the first point of contact for technology issues and questions from General Legal’s internal attorneys and clients—and as the first substantive touchpoint for incoming client matters. You’ll troubleshoot platform and access issues, keep the tools our team and clients rely on running smoothly, and bring real legal and administrative acumen to every request—quickly assessing what a matter actually involves, determining whether it requires attorney attention or can be handled directly, and acting accordingly. Think of it like a help desk with clinical training: you’re not just resetting passwords or routing patients—you’re keeping the whole operation running for the people who depend on it. You’ll triage matters to attorneys according to their shift hours and expertise, resolve technical issues for attorneys and clients, scope matters, revise standard agreements, handle filings and routine legal tasks independently, and escalate to the right attorney or engineer when the situation calls for it. This is a high-visibility role at the intersection of technology, legal work, and operations, with direct impact on client experience and firm efficiency. What You’ll Do Technical Support — Attorneys & Clients Serve as the first point of contact for technology issues and questions from General Legal’s internal attorneys and clients—covering access, login, e-signature, and matter management platform issues. Troubleshoot and resolve routine technical issues independently; escalate complex or system-level problems to the engineering team with clear context and reproduction steps. Onboard new attorneys and clients to the firm’s technology stack, including account setup, permissions, and platform walkthroughs. Maintain internal and client-facing documentation, FAQs, and troubleshooting guides for the tools the firm relies on. Monitor for recurring technical issues and flag systemic problems to engineering before they affect the attorney or client experience. Matter Intake & Scoping Own the intake process for all incoming client matters—review submissions, assess legal nature and complexity, and determine the appropriate path forward. Ask precise clarifying questions to gather missing information efficiently, without creating unnecessary friction for clients or attorneys. Categorize and prioritize matters based on urgency, client tier, subject area, and attorney availability. Paralegal Work & Direct Handling Handle standard paralegal tasks independently: minor revisions to agreements, entity filings, NDA reviews, contract summaries, template population, and document organization. Draft correspondence and initial client-facing communications on behalf of the firm, as needed. Maintain and update standard document templates as directed by attorneys. Prepare matters for attorney handoff with a clear summary of the issue, relevant documents, and recommended next steps. Routing & Assignment Route attorney-required matters to the right person or team, with a clear read on complexity, specialty fit, and workload. Maintain a real-time view of attorney capacity and help balance load across the team. Escalate urgent or ambiguous matters quickly and confidently, with enough context for attorneys to act immediately. Tracking & Follow-Up Own the matter lifecycle from intake through resolution—maintaining accurate status in the firm’s matter management system at every stage. Proactively follow up with attorneys and clients on open items, pending deliverables, and upcoming deadlines. Flag stalled matters, surface blockers early, and drive issues to closure. Client Communication Serve as a consistent point of contact for clients on matter status, timelines, next steps, and any technical issues affecting their experience. Translate legal and technical complexity into clear, plain-language updates—communicating with confidence across founder, executive, and operating-level stakeholders. Process & Systems Work closely with attorneys, clients, and the engineering team to evaluate, build, and refine technical support, intake, and routing workflows. Identify patterns in matter volume, routing, and resolution time—surface insights that help the firm operate more efficiently. Track technical support requests to resolution, monitoring response times and satisfaction for both General Legal attorneys and clients. Document and maintain SOPs for technical support and triage operations as the firm scales. What We’re Looking For Background & Experience Paralegal certificate or equivalent experience; bachelor’s degree preferred. 3–5 years of paralegal, legal operations, or closely related experience in a law firm, legal tech, or in-house legal environment. Startup or high-growth company exposure strongly preferred—you’re comfortable with ambiguity and building process where little exists. Solid legal