Technical Support Engineer

Job Description

Job Title: Technical Support Engineer
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:
o    Responding to inbound support calls (for Diamond Customers) if applicable [for Internal JD only]
o    Handling regional case queues and shift-based responsibilities
o    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.