Senior Technical Support Engineer

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You may choose to display a cookie banner on the external site. You must specify the message in the cookie banner and may add a link to a relevant policy. If you are unfamiliar with these requirements, please seek the advice of legal counsel.**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.**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 Science, Engineering, or a related technical field (or equivalent experience).* Minimum of 3-5 years in technical support roles with proven experience troubleshooting complex software issues end-to-end.* Deep technical knowledge in operating systems, virtualization, networking, and databases relevant to SaaS deployments.* Proven experience working with Microsoft Dynamics 365, with a strong understanding of its architecture, customization, and integration capabilities; certifications in Dynamics 365 (e.g. MB-910, MB-920, MB-230) are highly desirable.* Experience working with case management tools (e.g., Salesforce, Zendesk) and issue tracking systems (e.g., JIRA).* Advanced diagnostic, analytical, and problem-solving skills.* Excellent verbal and written communication, with the ability to explain technical details clearly to diverse audiences.* Strong organizational skills for managing multiple simultaneous cases with varying priorities.* Experience in scripting, SQL, or log analysis is an advantage.**Career Path at Litera**This role offers opportunities to progress into:* Principal or Sr. Principal Technical Support Engineer* Technical Support Manager or leadership roles* Escalation Engineering or specialized technical programs.* **The company culture:** We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environment* **Commitment to Employees**: Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impact* **Global, Dynamic, and Diverse Team**: Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together* **Comprehensive Benefits Package:** Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance. We invest in your well-being and future, ensuring a rewarding career journey.* **Career Growth and Development**: We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership rolesLitera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Litera is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving more than 90% of the world's largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recognized as one of the best places to work, we believe professional development, rewards programs, open communication, and transparent leadership all contribute to a unique and open work environment. Our employees are driven, energetic, passionate, and have the ability to make a direct impact on the future of the company. #J-18808-Ljbffr
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Location:
Nottingham
Job Type:
FullTime
Category:
IT & Technology

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