Technical Support Engineer at Litera in Denver, CO

Summary: Litera is a leader in legal tech innovation, delivering solutions to law firms and corporate legal teams worldwide. The Technical Support Engineer will provide high-quality support to customers, resolve technical challenges, 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 - Answer unresolved community thread questions and moderate forums (optional, growth area) - Provide occasional onboarding or process training to new hires (optional, growth area) Required Skills: Troubleshooting skills, Technical product support, Support case management systems Important Skills: SQL, Cloud/SaaS architecture Nice-to-Have Skills: Knowledge base authoring, Legal tech experience, Microsoft Office integrations Benefits: Health insurance, Retirement savings plans, Generous paid time off, Supportive work-life balance, Dental and vision insurance, 401(k) with company contribution, Incentive and recognition programs