Litera
Join the Legal Tech Revolution at Litera. Are you ready to shape the future of how law is practiced? At Litera, we're leading the legal AI revolution. As pioneers at the forefront of legal technology, we're transforming how 2M+ legal professionals work every day at the world's top law firms and corporate legal departments through our cutting-edge, AI-driven portfolio of tools.
Job Description
We're looking for a Technical Support Engineer to deliver end-to-end case management, develop and document clear technical action plans, and troubleshoot product installation, performance, configuration, and integration issues.
Key Responsibilities
Deliver end-to-end case management: intake, troubleshooting, resolution, and closure with proactive updates and SLA adherence. Develop and document clear technical action plans 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. Key Capabilities & Skills
Strong troubleshooting skills across software, systems, and user environments. Ability to manage multiple tickets and meet deadlines in a fast-paced, SLA-driven environment. Clear, structured communication to both technical and non-technical users. Familiarity with support case management systems. 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. Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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Deliver end-to-end case management: intake, troubleshooting, resolution, and closure with proactive updates and SLA adherence. Develop and document clear technical action plans 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. Key Capabilities & Skills
Strong troubleshooting skills across software, systems, and user environments. Ability to manage multiple tickets and meet deadlines in a fast-paced, SLA-driven environment. Clear, structured communication to both technical and non-technical users. Familiarity with support case management systems. 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. Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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