Job Description
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, Colorado office.
Position Overview:
The Technical Product Support Executive is responsible for providing expert-level technical support to customers using our company's products. The role demands an individual with a strong technical background, excellent problem-solving skills, and a passion for helping customers achieve success with our products.
Key Responsibilities:
Offer high-quality technical support to customers through various channels such as phone, email, chat, or remote sessions.
Troubleshoot complex technical issues related to product installation, configuration, operation, and performance.
Guide customers through step-by-step solutions in a clear, user-friendly manner.
Document technical support inquiries, analyze patterns, and provide feedback to the product development team for product improvement.
Keep up-to-date with product updates, changes, and new features to provide accurate and current support.
Create and maintain detailed technical documentation, FAQs, and knowledge base articles to empower customers to resolve issues independently.
Collaborate with the engineering or product teams to escalate unresolved issues and track them to resolution.
Provide input on product design and features from a technical support perspective, including usability and serviceability.
Conduct virtual or in-person training sessions and webinars for customers, partners, and internal teams.
Work closely with the sales and customer success teams to ensure a seamless customer experience from onboarding to ongoing support.
Participate in after-hours on-call rotation if required to provide 24/7 support for critical customer issues.
Qualifications:
Bachelor’s degree in; Computer Science, Engineering, Information Technology, or a related technical field.
At least 2-3 years of experience in technical support, customer service, or a related technical role.
Strong technical acumen with the ability to quickly learn and understand complex technical products.
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
Experience with troubleshooting software, hardware, and network-related issues.
Familiarity with support ticketing systems and CRM software.
Strong organizational skills and the ability to manage multiple tasks and priorities.
Preferred Skills:
Industry-specific certifications (e.g., ITIL, CompTIA, Microsoft, Cisco).
Experience with programming languages, databases, or scripting, if relevant to the product.
Knowledge of remote support tools and diagnostic techniques.
Work Environment:
This position may require working in an office or remotely, as per the company's policy.
Flexibility to work different shifts or additional hours as needed to accommodate customers in various time zones.
Career Path:
A Technical Product Support Executive may progress to roles such as Senior Technical Support Engineer, Technical Support Manager, Product Manager, or other specialized technical positions.
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 $50,000 to $65,000. 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).
Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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