Technical Support Engineer

Technical Support Engineer

Join the Legal Tech Revolution  Litera, we’re on a mission to Raise The Bar™️ for the legal profession by delivering transformational and globally‑trusted solutions to law firms and corporate legal teams worldwide.

This position is located in our Nottingham, UK office. Candidates should reside within reasonable commuting distance, as this role requires on‑site presence at least three days per week.

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. You’ll provide expert‑level troubleshooting, perform in‑depth diagnostics, and guide customers through resolution for Litera’s suite of SaaS products. In our unified support model, engineers are empowered to handle issues of any severity or complexity, ensuring a seamless, customer‑first experience.

• 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.
• Reproduce customer‑reported issues in internal environments to validate behavior and confirm solutions.
• Analyze logs, gather technical data, and isolate root causes for performance or functional problems.
• Execute support‑led upgrades and conduct pre‑upgrade validations as needed.
• Develop and document actionable remediation plans (3
  
  Ws) and Root Cause Analyses (RCAs).
• Escalate cases requiring broader collaboration with SMEs or Development, providing complete technical context.
• 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.
• Engage with Litera’s community platforms, answering complex or unresolved customer questions.
• Collaborate with Product, Engineering, and Customer Success teams, sharing customer feedback, technical challenges, and patterns of recurring issues.
• Create detailed bug reports with comprehensive reproduction steps, logs, and customer impact information to accelerate issue resolution.
• Provide insights during product discussions to advocate for customer needs and influence product enhancements.
• Manage your case queue with a focus on responsiveness, documentation quality, and resolution effectiveness.
• Participate in rotating on‑call, weekend, or holiday coverage to maintain Litera’s global support readiness.
• Contribute to support operations initiatives aimed at improving process efficiency and customer experience.
• Mentor and coach peers and new hires by sharing expertise, case strategies, and best practices.
• Develop and deliver onboarding or targeted technical training sessions to elevate the skills of the support team.
• Review and test new releases or hotfixes to identify regressions and file issues as needed.
• Provide feedback on product usability and supportability to enhance future versions.

• Bachelor’s degree in Computer Science, Engineering, or 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, certifications in Dynamics 365 (e.g., MB‑910, MB‑920, MB‑230) highly desirable.
• Experience with case management tools (e.g., Salesforce, Zendesk) and issue tracking systems (e.g., JIRA).
• Advanced diagnostic, analytical, and problem‑solving skills.
• Excellent verbal and written communication, with the ability to explain technical details clearly to diverse audiences.
• Strong organizational skills for managing multiple simultaneous cases with varying priorities.
• Experience in scripting, SQL, or log analysis is an advantage.

• Principal or Sr. Principal Technical Support Engineer
• Technical Support Manager or…