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, were 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. Weve been a leader in legal tech innovation for 30 years and are leading the legal AI revolution to this day with most of the worlds largest law firms as our clients. If youre 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 thats elevating the craft of law. As part of our strategic growth and commitment to fostering collaboration and operational excellence, we are transitioning to a hybrid working model. This position is based in one of the locations listed below and candidates should reside within reasonable commuting distance, as this role requires on-site presence at least three days per week .This hybrid approach enables us to build a collaborative and innovative work environment while maintaining the flexibility that supports both productivity and work-life balance. We are actively seeking talented individuals to join our team in this exciting new phase of growth. Available Office Locations: Austin | Raleigh | Toronto | Denver | 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. Youll 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 Literas 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 Pay Transparency Notice for Colorado Applicants: The annual salary range for this position is $60,000 to $80,000. Actual compensation is determined by factors including education, work experience, certifications, and other relevant qualifications. Litera offers a comprehensive benefits package including health, dental, and vision insurance, 401(k) with company contribution, and incentive and recognition programs. All benefits are subject to eligibility requirements. Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Litera is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving more than 90% of the world's largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recognized as one of the best places to work, we believe professional development, rewards programs, open communication, and transparent leadership all contribute to a unique and open work environment. Our employees are driven, energetic, passionate, and have the ability to make a direct impact on the future of the company.