Technical Support Engineer

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As part of our strategic growth and commitment to fostering collaboration and operational excellence, we are transitioning to a hybrid working model.  This position is based in
** Denver, Colorado
** and candidates should reside within reasonable commuting distance, as this role requires on-site presence at least three days per week.  This hybrid approach enables us to build a collaborative and innovative work environment while maintaining the flexibility that supports both productivity and work-life balance. We are actively seeking talented individuals to join our team in this exciting new phase of growth.

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*
* ** 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.

Handling regional case queues and shift-based responsibilities
** 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. Familiarity with support case management systems (e.g., Salesforce/Service Cloud).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.
** Pay Transparency Notice for Location(s) Applicants:
** The annual salary range for this position is $60,000 to $70,000. Actual compensation is determined by factors including education, work experience, certifications, and other relevant qualifications. Litera offers a comprehensive benefits package including health, dental, and vision insurance, 401(k) with company contribution, and incentive and recognition programs. All benefits are subject to eligibility requirements.

Ability to work rotating shifts to support global customers, including after-hours/on-call rotation as needed.
* ** The company culture:
** We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environment
* ** Commitment to Employees**:
Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impact
* ** Global, Dynamic, and Diverse Team**:
Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together
* ** Comprehensive Benefits Package:
** Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance. We invest in your well-being and future, ensuring a rewarding career journey.
* ** Career Growth and Development**:
We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles

Litera is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving more than 90% of the world's largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recognized as one of the best places to work, we believe professional development, rewards programs, open communication, and transparent leadership all contribute to a unique and open work environment.

Our employees are driven, energetic, passionate, and have the ability to make a direct impact on the future of the company.
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