Senior Technical Support Engineer jobs in United States
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Litera · 2 months ago

Senior Technical Support Engineer

positionNorth Carolina, United States
timeFull-time
remoteHybrid
seniorityMid, Senior Level
date3+ years exp

Litera is a leader in legal tech innovation, dedicated to transforming the legal profession with globally-trusted solutions. The Senior Technical Support Engineer will handle complex technical cases, mentor junior engineers, and collaborate with cross-functional teams to enhance customer satisfaction and experience.

Customer ServiceDocument ManagementInnovation ManagementLegalLegal Tech
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H1B Sponsor Likelynote

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 (3Ws: 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 to analyze and remediate customer systems
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
Manage and maintain personal case queues, including ticket hygiene and suspended queue cases
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
Link cases to existing bugs or enhancement requests, and file new ones with complete context
Review test areas in new releases and provide feedback (not QA)
Engage with internal Slack/Teams channels to stay aligned with product changes, customer impact, and known issues
Answer unresolved community thread questions and moderate forums (optional, growth area)
Collaborate with Product, Engineering, and Customer Success teams to ensure shared context and coordinated resolution
Provide occasional onboarding or process training to new hires (optional, growth area)
Participate in support operations, including:
Responding to inbound support calls (for Diamond Customers) if applicable [for Internal JD only]
Handling regional case queues and shift-based responsibilities
Documenting case history and technical notes in ServiceCloud
Stay current with product updates and participate in release testing, where appropriate

Qualification

Troubleshooting skillsTechnical product supportSupport case management systemsSQLCloud/SaaS architectureKnowledge Base authoringLegal tech experienceClear communication

Required

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
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 in-house and providing root cause analysis
Clear, structured communication to both technical and non-technical users
Familiarity with support case management systems (e.g., Salesforce/ServiceCloud)
Developing authoring skills for KB articles and documentation
Ability to work rotating shifts to support global customers, including after-hours/on-call rotation as needed

Preferred

Experience in legal tech, document lifecycle software, or Microsoft Office integrations is an advantage
Familiarity with scripting, SQL, cloud/SaaS architecture is a plus

Company

Litera

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Litera is a legaltech firm that provides of document lifecycle and transaction management solutions.
dateFounded in 2001
location
Chicago, Illinois, USA
people-size501-1000 employees
web-link
http://www.litera.com

H1B Sponsorship

Litera has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2023 (3)
2022 (1)
2020 (1)

Funding

Current Stage
Late Stage
Total Funding
$102M
Key Investors
HgK1 Investment Management
2021-11-05Private Equity
2021-01-07Series Unknown· $2M
2019-05-08Private Equity

Leadership Team

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Avaneesh Marwaha
CEO
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Bryan Smith
Director of Product Management
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Recent News

Business Wire
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2026-01-06
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2025-12-03
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Litera Expands Microsoft 365 Ecosystem with SharePoint Integration, Enabling Lawyers to Draft, Compare, and Manage Content Within Existing Workflow
2025-12-02
Company data provided by crunchbase