Technical Support Engineer

Job Description Ready to Help Shape the Future of Legal Tech?! At Litera, we don’t just build software, we transform how the world’s top law firms operate. Every day, we Raise The Bar™️ for what’s possible through AI, innovation, and solutions that power millions of legal professionals worldwide. If you’re energized by scale, real impact, and meaningful challenges, you’ll feel right at home here. Where You’ll Work This is a hybrid role based in the UK with the expectations to be in office at least 3 days a week for collaboration and connection. Why this Role Matters As our Technical Support Engineer, you'll play a critical role in ensuring Litera's global customer base gets the responsive, expert-level technical support that keeps their operations running smoothly. You'll own complex issues end-to-end, partnering closely with Product, Engineering, and Customer Success to drive fast resolutions, eliminate recurring problems, and feed real-world insights back into the product. Your work will directly influence how Litera maintains customer trust, protects platform reliability, and continuously improves the tools that serve the world's largest law firms. This is a high-impact role ideal for someone who thrives on solving tough problems, collaborating across teams, and wants to make a measurable difference from day one. What You’ll Deliver End-to-end case resolution: Own cases of any severity across Litera's product suite, driving timely, high-quality outcomes that meet or exceed SLA targets. Root cause clarity: Analyze logs, reproduce issues, and deliver actionable Root Cause Analyses and remediation plans that prevent recurring problems and strengthen platform reliability. Scalable knowledge: Author and maintain knowledge base articles, FAQs, and community answers that accelerate future resolutions and reduce repetitive support volume. Customer-informed product improvement: Translate support trends, bug reports, and customer feedback into detailed, actionable input for Product and Engineering teams. Seamless upgrade execution: Lead support-driven upgrades and pre-upgrade validations that keep customer environments current and stable. Cross-functional partnership: Collaborate with Engineering, Product, and Customer Success to close the loop on escalations, recurring issues, and feature requests. Team growth and mentorship: Elevate the support team through coaching, onboarding sessions, and knowledge sharing that raise the collective technical bar. Release quality advocacy: Review new releases and hotfixes for regressions or usability issues, ensuring customers receive well-tested product updates. We’re committed to creating an inclusive environment. If you need accommodations at any point in the process or in