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.

As part of our strategic growth and commitment to fostering collaboration and operational excellence, we are transitioning to a hybrid working model. This position is based in Raleigh, NC and candidates should reside within reasonable commuting distance, as this role requires on-site presence at least three days per week. This hybrid approach enables us to build a collaborative and innovative work environment while maintaining the flexibility that supports both productivity and work-life balance. We are actively seeking talented individuals to join our team in this exciting new phase of growth.

Position Overview
As a Senior Technical Support Engineer at Litera, you will own end-to-end case management across the entire range of technical issues impacting our global customer base. You’ll provide expert-level troubleshooting, perform in-depth diagnostics, and guide customers through resolution for Litera’s suite of SaaS products. In our unified support model, engineers are empowered to handle issues of any severity or complexity, ensuring a seamless, customer-first experience. You will also contribute to product improvement initiatives, knowledge sharing, and mentorship within the team.
Key Responsibilities
Comprehensive Technical Support
•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.
Knowledge & Content Contributions
•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.
Cross-Functional Collaboration & Customer Advocacy
•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.
Operational Excellence
•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.
Mentorship & Enablement
•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.
Product Quality
•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.
Qualifications & Skills
•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