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, we’re 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. We’ve been a leader in legal tech innovation for 30 years and are leading the legal AI revolution to this day with most of the world’s largest law firms as our clients. If you’re 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 that’s 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 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 Nottingham, UK 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.

Position Overview 

As a Senior Technical Support Engineer at Litera, you will own end-to-end case management across the entire range of technical issues impacting our global customer base. You’ll provide expert-level troubleshooting, perform in-depth diagnostics, and guide customers through resolution for Litera’s suite of SaaS products. In our unified support model, engineers are empowered to handle issues of any severity or complexity, ensuring a seamless, customer-first experience. You will also contribute to product improvement initiatives, knowledge sharing, and mentorship within the team. 

Key Responsibilities 

Comprehensive Technical Support 

• Own cases from start to finish, regardless of complexity, ensuring timely, high-quality resolutions aligned with SLAs. 
• Troubleshoot issues across Litera environments, including installations, configurations, integrations, storage, virtualization, networking, and databases. 
• Reproduce customer-reported issues in internal environments to validate behavior and confirm solutions. 
• Analyze logs, gather technical data, and isolate root causes for performance or functional problems. 
• Execute support-led upgrades and conduct pre-upgrade validations as needed. 
• Develop and document actionable remediation plans (3Ws: Who, What, When) and Root Cause Analyses (RCAs). 
• Escalate cases requiring broader collaboration with SMEs or Development, providing complete technical context. 

Knowledge & Content Contributions 

• Author, review, and publish knowledge base articles, FAQs, and product content to enable faster resolutions and reduce repetitive support inquiries. 
• Continuously search for and apply knowledge resources to resolve cases, while identifying and addressing documentation gaps. 
• Engage with Litera’s community platforms, answering complex or unresolved customer questions. 

Cross-Functional Collaboration & Customer Advocacy 

• Collaborate with Product, Engineering, and Customer Success teams, sharing customer feedback, technical challenges, and patterns of recurring issues. 
• Create detailed bug reports with comprehensive reproduction steps, logs, and customer impact information to accelerate issue resolution. 
• Provide insights during product discussions to advocate for customer needs and influence product enhancements. 

Operational Excellence 

• Manage your case queue with a focus on responsiveness, documentation quality, and resolution effectiveness. 
• Participate in rotating on-call, weekend, or holiday coverage to maintain Litera’s global support readiness. 
• Contribute to support operations initiatives aimed at improving process efficiency and customer experience. 
• Maintain active engagement in team communication channels to stay current with product updates, known issues, and cross-team discussions. 

Mentorship & Enablement 

• Mentor and coach peers and new hires by sharing expertise, case strategies, and best practices. 
• Develop and deliver onboarding or targeted technical training sessions to elevate the skills of the support team. 

Product Quality 

• Review and test new releases or hotfixes to identify regressions and file issues as needed (not formal QA). 
• Provide feedback on product usability and supportability to enhance future versions. 

Qualifications & Skills 

• Bachelor’s degree in Computer Science, Engineering, or a related technical field (or equivalent experience). 
• Minimum of 3-5 years in technical support roles with proven experience troubleshooting complex software issues end-to-end. 
• Deep technical knowledge in operating systems, virtualization, networking, and databases relevant to SaaS deployments.
• Proven experience working with Microsoft Dynamics 365, with a strong understanding of its architecture, customization, and integration capabilities; certifications in Dynamics 365 (e.g. MB-910, MB-920, MB-230) are highly desirable.
• Experience working with case management tools (e.g., Salesforce, Zendesk) and issue tracking systems (e.g., JIRA). 
• Advanced diagnostic, analytical, and problem-solving skills. 
• Excellent verbal and written communication, with the ability to explain technical details clearly to diverse audiences. 
• Strong organizational skills for managing multiple simultaneous cases with varying priorities. 
• Experience in scripting, SQL, or log analysis is an advantage. 

Career Path at Litera 

This role offers opportunities to progress into: 

• Principal or Sr. Principal Technical Support Engineer 
• Technical Support Manager or leadership roles 
• Escalation Engineering or specialized technical programs. 

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