Litera

Technical Support Engineer

Litera

full-time

Posted on:

Location Type: Hybrid

Location: Denver • Colorado • North Carolina • United States

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Salary

💰 $60,000 - $70,000 per year

Job Level

Junior

About the role

  • 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.

Requirements

  • 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.
Benefits
  • Health insurance
  • Retirement savings plans
  • Generous paid time off
  • Supportive work-life balance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
case managementtroubleshootingtechnical action plansproduct installationperformance analysisconfiguration issuesintegration issueslog analysistechnical diagnosticsSaaS
Soft Skills
communicationproblem-solvingcustomer supportanalytical skillsattention to detailtime managementteam collaborationadaptabilityproactive updatesticket management