Litera · 3 hours ago
Technical Support Engineer
North Carolina, United States
Full-time
Hybrid
Mid LevelLitera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. As a Technical Support Engineer, you will deliver high-quality technical assistance for key products, acting as a liaison between customers and internal teams to ensure efficient issue resolution.
Customer ServiceDocument ManagementInnovation ManagementLegalLegal Tech
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
Qualification
Required
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 working with ticketing systems and support management tools
Familiarity with ITIL or other incident management frameworks
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
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
Preferred
Experience in a large global organization
Experience in legal tech, document lifecycle software, or Microsoft Office integrations is an advantage
SQL, and log file analysis is desirable
Benefits
Health insurance
Retirement savings plans
Generous paid time off
Company
Litera
Litera is a legaltech firm that provides of document lifecycle and transaction management solutions.
Founded in 2001
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