Technical Support Engineer

Join Our Team at Litera: Where Legal Technology Meets Excellence

Litera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. Developed by the best legal minds in the industry, our comprehensive suite of integrated legal tools is both powerful and user-friendly and simplifies the way modern firms manage core legal workflows, secure collaboration, and organize firm knowledge and experience. Every day, we help more than 2.3 million legal professionals focus on their craft. Litera: Less busy work, more of your life’s work.

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 Raleigh, NC 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.

Position Overview

As a Technical Support Engineer, you will play a key role in our support team, delivering responsive, high-quality technical assistance for a key product from our software portfolio. Your technical expertise and problem-solving skills will be critical to providing exceptional client support.

This position requires:

• The ability to quickly learn and develop a deep understanding of complicated and highly technical product(s);
• Advanced proficiency in Microsoft Word, including template creation, styles, sections, and numbering;
• Strong knowledge of legal document formats and terminology;
• The capability to troubleshoot and resolve complex technical issues effectively;

In addition, you will act as a vital liaison between customers and our Development, Services, and Product teams to ensure efficient issue resolution.

Key Responsibilities

• Deliver end-to-end case management: intake, troubleshooting, resolution, and closure with proactive updates and SLA adherence.
• Manage and maintain personal case queues, including ticket hygiene and suspended queue cases
• Conduct thorough troubleshooting to identify the root cause of complex issues and determine the most effective course of action.
• Perform real-time support sessions via phone, screen share, or chat to analyse and remediate customer systems.
• Collaborate with the Development/Product team to communicate customer feedback and technical challenges, helping to inform future product enhancements and bug fixes.
• Create detailed bug reports and task tickets in JIRA with clear documentation, including reproduction steps, environment details, logs, screenshots, and customer impact information.
• Provide guidance and knowledge-sharing with other engineers to enhance their technical skills and reduce future escalations.
• Develop and maintain technical knowledge base articles, FAQs, and support documentation to assist customers and support staff.
• Participate in product development meetings, providing customer feedback and insights that can help shape product improvements and new features.
• Stay updated on product changes, new features, and technological advancements related to the company's offerings.
• Assist in the development and implementation of improved support policies and procedures as needed.

What We Are Looking For

Qualifications/Experience

• Bachelor's or Master's degree in a scientific or analytical discipline.
• Proven experience in software implementation, technical support, or consultancy roles (legal tech, CRM, or data integration preferred).
• Experience in a large global organization.
• Experience working with ticketing systems and support management tools.
• Familiarity with ITIL or other incident management frameworks.
• Experience in legal tech, document lifecycle software, or Microsoft Office integrations is an advantage.

Skills

• Microsoft Word Mastery: Expert in advanced features such as styles, macros, and template creation.
• Legal Document Expertise: Strong understanding of common legal formats and terminology.
• Document Management Systems (DMS): Skilled in platforms like iManage and NetDocuments for efficient document handling.
• Automation & Scripting: Ability to streamline processes using VBA or similar tools.
• Metadata Management: Proficient in managing document properties and naming conventions for consistency.
• Data Integration: Knowledge of connecting CRM systems and SQL databases to enhance workflow efficiency.
• SQL, and log file analysis is desirable.

Capabilities

• Ability and willingness to support global customers, including after-hours/on-call rotation including weekends as needed.
• Ability to manage multiple tickets and meet deadlines in a fast-paced, SLA-driven environment.
• Excellent analytical, problem-solving, and troubleshooting skills.
• Proven track record of diagnosing and resolving complex technical issues in a high-pressure environment
• Effective communicator able to translate technical concepts for non-technical audiences.
• A customer-centric mindset with a commitment to delivering high-quality support and ensuring customer satisfaction.
• Ability to work collaboratively with cross-functional teams, including Development, QA, and Product Management.

Join our team and make a real impact by leveraging your technical expertise and problem-solving skills to deliver outstanding support to our clients.

If you’re passionate about providing exceptional service and thrive on solving intricate issues, we want to hear from you!

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