Technical Support Engineer

2 Days Old

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 OverviewAs a Senior Technical Support Engineer, you will contribute to product improvement initiatives, knowledge sharing, and mentorship within the team.Key ResponsibilitiesOwn 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 ContributionsAuthor, 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 & SkillsBachelor’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. #J-18808-Ljbffr
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Location:
Nottingham, England, United Kingdom
Job Type:
FullTime

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