Litera is leading the legal AI revolution, transforming how 2M+ legal professionals work every day at the world's top law firms and corporate legal departments through our cutting-edge, AI-driven portfolio of tools.

Join the Legal Tech Revolution at Litera as a Senior Technical Support Engineer. You will own end-to-end case management across the entire range of technical issues impacting our global customer base, providing expert-level troubleshooting and guiding customers through resolution for Litera’s suite of SaaS products.

Position Overview

As a Senior Technical Support Engineer, you will contribute to product improvement initiatives, knowledge sharing, and mentorship within the team.

Key Responsibilities

• Own cases from start to finish, ensuring timely, high-quality resolutions aligned with SLAs.
• Troubleshoot issues across Litera environments, including installations, configurations, integrations, storage, virtualization, networking, and databases.
• Develop and document actionable remediation plans 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.

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.

Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.