Litera · 7 hours ago
Technical Support Engineer
North Carolina, United States
Full-time
Hybrid
Entry, Mid Level
1+ years expLitera is a leader in legal tech innovation, committed to shaping the future of law practice. The Technical Support Engineer will deliver high-quality support to customers, troubleshoot technical challenges, and collaborate with cross-functional teams to enhance the customer experience.
Customer ServiceDocument ManagementInnovation ManagementLegalLegal Tech
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
Required
Bachelor's degree in computer science, Information Technology, or equivalent experience
1 - 3 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)
Experience working with Microsoft Dynamics 365, with an understanding of its architecture, customization, and integration capabilities; certifications in Dynamics 365 (e.g. MB-910, MB-920, MB-230) are highly desirable
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
Familiarity with scripting, SQL, cloud/SaaS architecture is a plus
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
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