Litera
Join the Legal Tech Revolution at
Litera
as a
Senior Technical Support Engineer .
Our mission is to raise the bar™️ for the legal profession by delivering transformational, globally trusted solutions to law firms and corporate legal teams worldwide. You will build AI‑forward solutions that scale globally, impacting millions of legal professionals.
Position Overview Senior Technical Support Engineers handle complex technical cases, mentor junior engineers, and serve as trusted advisors to high‑value (Diamond) customers. You will gain deep product expertise, proactively engage with global customers, and collaborate cross‑functionally with Engineering, Product, and Customer Success to drive resolution.
Location Raleigh, NC, USA office. Candidates should reside within reasonable commuting distance. The role requires on‑site presence at least three days per week, with a hybrid working model across North America.
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 (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.
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.
Maintain personal case queue hygiene and manage suspended queue cases.
Contribute to Litera’s Knowledge Base (KB/FAQ) through concise article creation or suggested updates.
Engage with internal Slack/Teams channels to stay aligned with product changes, customer impact, and known issues.
Collaborate with Product, Engineering, and Customer Success teams to ensure shared context and coordinated resolution.
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 and conducting root cause analysis.
Clear, structured communication to both technical and non‑technical users.
Experience with support case management systems (e.g., Salesforce/ServiceCloud).
Writing 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.
Availability to work rotating shifts to support global customers, including after‑hours/on‑call rotation as needed.
Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
#J-18808-Ljbffr
Litera
as a
Senior Technical Support Engineer .
Our mission is to raise the bar™️ for the legal profession by delivering transformational, globally trusted solutions to law firms and corporate legal teams worldwide. You will build AI‑forward solutions that scale globally, impacting millions of legal professionals.
Position Overview Senior Technical Support Engineers handle complex technical cases, mentor junior engineers, and serve as trusted advisors to high‑value (Diamond) customers. You will gain deep product expertise, proactively engage with global customers, and collaborate cross‑functionally with Engineering, Product, and Customer Success to drive resolution.
Location Raleigh, NC, USA office. Candidates should reside within reasonable commuting distance. The role requires on‑site presence at least three days per week, with a hybrid working model across North America.
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 (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.
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.
Maintain personal case queue hygiene and manage suspended queue cases.
Contribute to Litera’s Knowledge Base (KB/FAQ) through concise article creation or suggested updates.
Engage with internal Slack/Teams channels to stay aligned with product changes, customer impact, and known issues.
Collaborate with Product, Engineering, and Customer Success teams to ensure shared context and coordinated resolution.
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 and conducting root cause analysis.
Clear, structured communication to both technical and non‑technical users.
Experience with support case management systems (e.g., Salesforce/ServiceCloud).
Writing 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.
Availability to work rotating shifts to support global customers, including after‑hours/on‑call rotation as needed.
Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
#J-18808-Ljbffr