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 Overview
As a Senior Technical Support Engineer, you will contribute to product improvement initiatives, knowledge sharing, and mentorship within the team.
Key Responsibilities
* Own 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 Contributions
* Author, 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 & Skills
* Bachelor’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.
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