Technical Support Engineer

Job Description

Join the Legal Tech Revolution  you ready to shape the future of how law is practiced? At 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. We’ve been a leader in legal tech innovation for 30 years and are leading the legal AI revolution to this day with most of the world’s largest law firms as our clients.

If you’re passionate about building AI-forward solutions that scale globally and want your work to impact millions of legal professionals worldwide, this is your opportunity to be part of an extraordinary team that’s elevating the craft of law.

As part of our strategic growth and commitment to fostering collaboration and operational excellence, we are transitioning to a hybrid working model across North America. We are establishing offices in Austin, Boston, Chicago, Denver, New York City, Philadelphia, New Jersey, Raleigh, and Toronto to serve as key operational hubs, and we are actively seeking talented individuals to join our team in this exciting new phase.

This position is located in our Nottingham, London, UK office. 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.

As a Technical Support Engineer, you will play a key role in our support team, delivering responsive, high-quality technical assistance for a key product from our software portfolio. Your technical expertise and problem‑solving skills will be critical to providing exceptional client support.

This position requires:

• Ability to quickly learn and develop a deep understanding of complicated and highly technical product(s).
• Advanced proficiency in Microsoft Word, including template creation, styles, sections, and numbering.
• Strong knowledge of legal document formats and terminology.
• The capability to troubleshoot and resolve complex technical issues effectively.

In addition, you will act as a vital liaison between customers and our Development, Services, and Product teams to ensure efficient issue resolution.

• Deliver end‑to‑end case management: intake, troubleshooting, resolution, and closure with proactive updates and SLA adherence.
• Manage and maintain personal case queues, including ticket hygiene and suspended queue cases.
• Conduct thorough troubleshooting to identify the root cause of complex issues and determine the most effective course of action.
• Perform real‑time support sessions via phone, screen share, or chat to analyse and remediate customer systems.
• Collaborate with the Development/Product team to communicate customer feedback and technical challenges, helping to inform future product enhancements and bug fixes.
• Create detailed bug reports and task tickets in JIRA with clear documentation, including reproduction steps, environment details, logs, screenshots, and customer impact information.
• Provide guidance and knowledge‑sharing with other engineers to enhance their technical skills and reduce future escalations.
• Develop and maintain technical knowledge base articles, FAQs, and support documentation to assist customers and support staff.
• Participate in product development meetings, providing customer feedback and insights that can help shape product improvements and new features.
• Stay updated on product changes, new features, and technological advancements related to the company's offerings.
• Assist in the development and implementation of improved support policies and procedures as needed.

• Bachelor’s or Master’s degree in a scientific or analytical discipline.
• Proven experience in software implementation, technical support, or consultancy roles (legal tech, CRM, or data integration preferred).
• Experience in a large global organization.
• Experience working with ticketing systems and support management tools.
• Familiarity with ITIL or other incident management frameworks.
• Experie…