Litera Group
You may choose to display a cookie banner on the external site. You must specify the message in the cookie banner and may add a link to a relevant policy. If you are unfamiliar with these requirements, please seek the advice of legal counsel.**Join the Legal Tech Revolution at Litera**As part of our strategic growth and commitment to fostering collaboration and operational excellence, we are transitioning to a hybrid working model across North America. We are establishing offices in Austin, Boston, Chicago, Denver, New York City, Philadelphia, New Jersey, Raleigh, and Toronto to serve as key operational hubs, and we are actively seeking talented individuals to join our team in this exciting new phase.This position is located in our **Raleigh, NC, USA office**. 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.Senior TSEs handle more complex technical cases, mentor junior engineers, and serve as trusted advisors to high-value (Diamond) customers. They work closely with engineering to identify systemic issues and with account teams to ensure customer satisfaction. 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** **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. Handling regional case queues and shift-based responsibilities **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. 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.3-5 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. 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.
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