Litera is looking for a Technical Support Engineer to provide responsive, high-quality support to customers across their software portfolio, resolving technical challenges and improving the customer experience.
Requirements
- Strong troubleshooting skills across software, systems, and user environments (OS, networking, databases).
- Proficient in reproducing customer issues in-house and providing root cause analysis.
- 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.
- Experience in legal tech, document lifecycle software, or Microsoft Office integrations is an advantage.
- Stay current with product updates and participate in release testing, where appropriate.
Responsibilities
- Deliver end-to-end case management: intake, troubleshooting, resolution, and closure with proactive updates and SLA adherence.
- 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.
- Search and apply knowledge content to every case; flag gaps in documentation.
Other
- Ability to manage multiple tickets and meet deadlines in a fast-paced, SLA-driven environment.
- Clear, structured communication to both technical and non-technical users.
- Ability to work rotating shifts to support global customers, including after-hours/on-call rotation as needed.
- Collaborate with Product, Engineering, and Customer Success teams to ensure shared context and coordinated resolution.
- 1 - 3 years of experience in technical product support, preferably in a SaaS or enterprise environment.
