Technical Support Engineer

Join the Legal Tech Revolution at Litera

Are you ready to shape the future of how law is practiced? At Litera, we're leading the legal AI revolution. As pioneers at the forefront of legal technology, we're 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. From intelligent document drafting to predictive analytics, from automated workflows to advanced security governance, we deliver innovative solutions seamlessly within Microsoft 365 and across every device lawyers use. With 30+ years of relentless innovation and the majority of the world's largest law firms as our clients, we're just getting started. If you're passionate about building AI-forward solutions that scale globally and want your work to impact millions of legal professionals worldwide, this is your opportunity to be part of something extraordinary—help us continue revolutionizing legal technology and defining what's possible in the legal industry.

As part of our strategic growth and commitment to enhancing our operational flexibility, we are excited to announce our transition to a hybrid working model. We will be establishing offices in Austin, Boston, Chicago, Denver, New York City, Philadelphia, New Jersey, Raleigh and Toronto. These cities will serve as key hubs for our operations. We are actively seeking talented individuals to join our team and support this dynamic shift. Candidates interested in these opportunities should reside within a reasonable commuting distance from one of these future office locations, as employees will be expected to work from the office at least three days a week. This approach will enable us to cultivate a collaborative and innovative environment while providing the flexibility that modern work demands. This position is located in our Denver office.

Position Overview 

The Technical Support Engineer (TSE) at Litera plays a critical role in delivering responsive, high-quality support to customers across our software portfolio. As a front-line engineer, you will resolve technical challenges, drive issue reproduction and documentation, and contribute to the support knowledge base. You’ll gain deep product expertise, proactively engage with global customers, and collaborate cross-functionally with Engineering, Product, and Customer Success to drive resolution and improve the customer experience. 

Key Responsibilities 

Case Management 

• Deliver end-to-end case management: intake, troubleshooting, resolution, and closure with proactive updates and SLA adherence. 

• Develop and document clear technical action plans (3Ws: Who, What, When) for complex customer issues. 

• 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. 

• Manage and maintain personal case queues, including ticket hygiene and suspended queue cases. 

Knowledge & Documentation 

• Search and apply knowledge content to every case; flag gaps in documentation. 

• Begin contributing to Litera’s Knowledge Base (KB/FAQ) through concise article creation or suggested updates. 

• Link cases to existing bugs or enhancement requests, and file new ones with complete context. 

• Review test areas in new releases and provide feedback (not QA). 

• Engage with internal Slack/Teams channels to stay aligned with product changes, customer impact, and known issues. 

Community & Collaboration 

• Answer unresolved community thread questions and moderate forums (optional, growth area). 

• Collaborate with Product, Engineering, and Customer Success teams to ensure shared context and coordinated resolution. 

• Provide occasional onboarding or process training to new hires (optional, growth area). 

Operational Excellence 

• Participate in support operations, including: 

• Responding to inbound support calls (for Diamond Customers) if applicable [for Internal JD only] 

• Handling regional case queues and shift-based responsibilities 

• Documenting case history and technical notes in ServiceCloud 

• Stay current with product updates and participate in release testing, where appropriate. 

Key Capabilities & Skills 

• Strong troubleshooting skills across software, systems, and user environments (OS, networking, databases). 

• Ability to manage multiple tickets and meet deadlines in a fast-paced, SLA-driven environment. 

• Proficient in reproducing customer issues in-house and providing root cause analysis. 

• Clear, structured communication to both technical and non-technical users. 

• 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. 

Qualifications 

• Bachelor's degree in computer science, Information Technology, or equivalent experience. 

• 1 - 3 years of experience in technical product support, preferably in a SaaS or enterprise environment. 

• Experience in legal tech, document lifecycle software, or Microsoft Office integrations is an advantage. 

• Ability to work rotating shifts to support global customers, including after-hours/on-call rotation as needed. 

Why Join Litera?

• 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 roles

California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington residents is $60,000 to $80,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Litera offers benefits such as a comprehensive benefits package, incentive and recognition programs, and 401k contribution (all benefits are subject to eligibility requirements).