Litera · 1 month ago
Senior Technical Support Engineer
North Carolina, United States
Full-time
Hybrid
Mid, Senior Level
3+ years expLitera is a leader in legal technology innovation, providing a comprehensive suite of integrated legal tools. As a Senior Technical Support Engineer, you will manage end-to-end case management for technical issues, ensuring high-quality resolutions while contributing to product improvements and mentorship within the team.
Customer ServiceDocument ManagementInnovation ManagementLegalLegal Tech
Responsibilities
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
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
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
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
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
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
Qualification
Required
Bachelor's degree in Computer
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
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
Preferred
Experience in scripting, SQL, or log analysis is an advantage
Benefits
Health insurance
Retirement savings plans
Generous paid time off
Supportive work-life balance
Company
Litera
Litera is a legaltech firm that provides of document lifecycle and transaction management solutions.
501-1000 employees
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 StageTotal Funding
$102MKey Investors
HgK1 Investment Management
2021-11-05Private Equity
2021-01-07Series Unknown· $2M
2019-05-08Private Equity
Leadership Team
Avaneesh Marwaha
CEO
Bryan Smith
Director of Product Management
Recent News
2025-12-03
Company data provided by crunchbase