Senior Technical Support Engineer

Job Description

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.

Overview :The Technical Support Engineer (TSE) at Litera plays a critical role in delivering responsive, high-quality support to customers across our software portfolio. As a front-line engineer, you will resolve technical challenges, drive issue reproduction and documentation, and contribute to the support knowledge base. You’ll gain deep product expertise, proactively engage with global customers, and collaborate cross-functionally with Engineering, Product, and Customer Success to drive resolution and improve the customer experience. 

Key Responsibilities 

Case Management 

• 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. 

Knowledge & Documentation 

• 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. 

Community & Collaboration 

• 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). 

Operational Excellence 

• 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 his