Technical Support Engineer

Litera • North Carolina, USA • 1m ago

Job Description

Join Our Team at Litera: Where Legal Technology Meets Excellence

Litera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. Developed by the best legal minds in the industry, our comprehensive suite of integrated legal tools is both powerful and user-friendly and simplifies the way modern firms manage core legal workflows, secure collaboration, and organize firm knowledge and experience. Every day, we help more than 2.3 million legal professionals focus on their craft. Litera: Less busy work, more of your life’s work.

Position Overview

The Technical Support Engineer (TSE) at Litera plays a critical role in delivering responsive, high-quality support to customers across our software portfolio. As a front-line engineer, you will resolve technical challenges, drive issue reproduction and documentation, and contribute to the support knowledge base. You’ll gain deep product expertise, proactively engage with global customers, and collaborate cross-functionally with Engineering, Product, and Customer Success to drive resolution and improve the customer experience.

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 DiamondCustomers)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