Technical Support Engineer

Job Description Join the Legal Tech Revolution at Litera Are you ready to shape the future of how law is practiced? At Litera, we’re on a mission to Raise The Bar™️ for the legal profession by delivering transformational and globally-trusted solutions to law firms and corporate legal teams worldwide. We’ve been a leader in legal tech innovation for 30 years and are leading the legal AI revolution to this day with most of the world’s largest law firms as our clients. If you’re passionate about building AI-forward solutions that scale globally and want your work to impact millions of legal professionals worldwide, this is your opportunity to be part of an extraordinary team that’s elevating the craft of law. As part of our strategic growth and commitment to enhancing our operational flexibility, we are excited to announce our transition to a hybrid working model. We will be establishing offices in Austin, Boston, Chicago, Denver, New York City, Philadelphia, New Jersey, Raleigh and Toronto. These cities will serve as key hubs for our operations. We are actively seeking talented individuals to join our team and support this dynamic shift. Candidates interested in these opportunities should reside within a reasonable commuting distance from one of these future office locations, as employees will be expected to work from the office at least three days a week. This approach will enable us to cultivate a collaborative and innovative environment while providing the flexibility that modern work demands. This position is located in our Raleigh, NC, OR Denver, CO office. Key Responsibilities Case Management • Deliver end-to-end case management: intake, troubleshooting, resolution, and closure with proactive updates and SLA adherence. • Develop and document clear technical action plans (3Ws: Who, What, When) for complex customer issues. • Troubleshoot product installation, performance, configuration, and integration issues. • Reproduce customer-reported issues using lab environments to isolate root cause and validate fixes. • Perform real-time support sessions via phone, screen share, or chat to analyze and remediate customer systems. • Collect logs and technical diagnostics; analyze and summarize key findings. • Escalate product issues, defects, or platform risks to Technical Services, Engineering, or Account Teams as appropriate. • Manage and maintain personal case queues, including ticket hygiene and suspended queue cases. Knowledge & Documentation • Search and apply knowledge content to every case; flag gaps in documentation. • Begin contributing to Litera’s Knowledge Base (KB/FAQ) through concise article creation or suggested updates. • Link cases to existing bugs or enhancement requests, and file new ones with complete context. • Review test areas in new releases and provide feedback (not QA). • Engage with internal Slack/Teams channels to stay aligned with product changes, customer impact, and known issues. Community & Collaboration • Answer unresolved community thread questions and moderate forums (optional, growth area). • Collaborate with Product, Engineering, and Customer Success teams to ensure shared context and coordinated resolution. • Provide occasional onboarding or process training to new hires (optional, growth area). Operational Excellence • Participate in support operations, including: • Responding to inbound support calls (for Diamond Customers) if applicable [for Internal JD only] • Handling regional case queues and shift-based responsibilities • Documenting case history and technical notes in ServiceCloud • Stay current with product updates and participate in release testing, where appropriate. Key Capabilities & Skills • Strong troubleshooting skills across software, systems, and user environments (OS, networking, databases). • Ability to manage multiple tickets and meet deadlines in a fast-paced, SLA-driven environment. • Proficient in reproducing customer issues in-house and providing root cause analysis. • Clear, structured communication to both technical and non-technical users. • Familiarity with support case management systems (e.g., Salesforce/ServiceCloud). • Developing authoring skills for KB articles and documentation. • Familiarity with scripting, SQL, cloud/SaaS architecture is a plus. Qualifications • Bachelor's degree in computer science, Information Technology, or equivalent experience. • 1 - 3 years of experience in technical product support, preferably in a SaaS or enterprise environment. • Experience in legal tech, document lifecycle software, or Microsoft Office integrations is an advantage. • Ability to work rotating shifts to support global customers, including after-hours/on-call rotation as needed. Why Join Litera? • The company culture: We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environment • Commitment to Employees: Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impact • Global, Dynamic, and Diverse Team: Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together • Comprehensive Benefits Package: Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance. We invest in your well-being and future, ensuring a rewarding career journey. • Career Growth and Development: We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Apply tot his job