Technical Support Engineer at Litera in Raleigh, NC

Summary: Litera is a leader in legal tech innovation, dedicated to transforming the legal profession with AI-forward solutions. The Technical Support Engineer will provide high-quality support to customers, troubleshoot technical issues, and collaborate with cross-functional teams to enhance the customer experience. Responsibilities: - 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 - 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 - 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) - 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 Required 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 - 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 - Ability to work rotating shifts to support global customers, including after-hours/on-call rotation as needed Preferred Qualifications: - Experience in legal tech, document lifecycle software, or Microsoft Office integrations is an advantage - Familiarity with scripting, SQL, cloud/SaaS architecture is a plus Required Skills: Technical product support, SaaS environment, Legal tech, Document lifecycle software, Microsoft Office integrations, Troubleshooting software, Troubleshooting systems, Troubleshooting user environments, Operating systems, Networking, Databases, Support case management systems, Salesforce, ServiceCloud Benefits: Health insurance, Dental, Vision insurance, 401(k) with company contribution, Incentive and recognition programs