At a Glance
- Tasks: Provide expert technical support and solve complex software issues for global law firms.
- Company: Join Litera, a leading legal tech company transforming the industry with AI and innovation.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative team environment with a commitment to diversity and inclusion.
- Why this job: Make a real impact by enhancing customer trust and improving legal tech solutions.
- Qualifications: Bachelor's degree in Computer Science and 3-5 years of technical support experience required.
The predicted salary is between 37800 - 46200 £ per year.
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 BarTM️ 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.
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.
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 the role, we’re here to support you.
What You’ll Bring
Must-Haves:
- Bachelor's degree in Computer Science or a related field.
- 3–5 years of experience in technical support with a track record of troubleshooting complex software issues end-to-end.
- Strong technical foundation in operating systems, virtualization, networking, and databases relevant to SaaS environments.
- Experience with case management platforms (e.g., Salesforce, Zendesk) and issue tracking tools (e.g., JIRA).
- Advanced diagnostic, analytical, and problem-solving abilities.
- Excellent verbal and written communication skills, with the ability to convey technical concepts clearly to diverse audiences.
Nice to Haves:
- Experience with scripting languages (e.g., Python, PowerShell, Bash).
- Working knowledge of SQL and database querying.
- Proficiency in log analysis tools and techniques.
- Strong organizational skills for managing a high volume of cases with competing priorities.
We know great candidates don’t always check every box. If you’re excited about this role, we encourage you to apply.
What You’ll Experience
- A team that shows up. Work alongside people who collaborate, support one another, and lead with integrity.
- Global Reach. Partner with teams around the world to solve complex challenges that matter.
- Real opportunity for growth. Expand your impact through meaningful stretch opportunities, visibility and career development.
- AI-driven innovation. Work at the intersection of legal technology, customer outcomes, and cutting-edge AI.
Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
About Us: 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.
Technical Support Engineer employer: Litera Corp
At Litera, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our London-based team enjoys flexible hybrid working arrangements, comprehensive benefits, and ample opportunities for professional growth in the rapidly evolving field of AI-driven legal technology. Join us to be part of a forward-thinking company that values your contributions and supports your career development.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer
✨Join Local Tech Meetups
Get out there and mingle with fellow developers by joining local tech meetups. It’s a fantastic way to meet people who might be working at Litera Corp or know someone who does. Plus, you can pick up some trendy tech skills and trends while you're at it!
✨Contribute to Open Source Projects
Show off your coding chops by jumping into open-source projects. Not only does this give you practical experience, but it also gets you noticed in the dev community. You'll create a killer portfolio that speaks volumes about your skills to Litera Corp.
✨Tap into Online Developer Communities
Don’t underestimate the power of online developer communities like GitHub, Stack Overflow, and even Reddit. Participate in discussions, share your projects, and build your visibility. We can often find opportunities through these channels that can lead to a full-time gig at companies like Litera Corp.
✨Explore Job Boards Specifically for Tech Roles
Keep your eyes peeled on job boards that focus on tech roles. Sites like TechCareers or Stack Overflow Jobs can often have listings for companies like Litera Corp that might not show up on broader job sites. Make it a habit to check these regularly, and don’t hesitate to apply directly through our website!
We think you need these skills to ace Technical Support Engineer
Some tips for your application 🫡
Show off your coding skills:When applying for a software engineering role, it's super important to showcase your coding skills. Make sure your CV includes your tech stack, any relevant programming languages you’re comfortable with, and examples of projects you've worked on. If you have a GitHub profile, link it up! We love to see code in action.
Tailor your portfolio:For a full-time role, we’d expect to see some solid examples of your work in your portfolio. Make sure to include at least two or three projects that highlight your problem-solving skills and your ability to work with different technologies. Focus on the projects that are most relevant to the position at Litera Corp.
Craft a killer cover letter:Your cover letter is your chance to stand out—make it personal! Explain why you want to work at Litera Corp and how your skills align with the role. Show us your passion for software development. We dig enthusiastic candidates who understand the value of collaboration and continuous learning!
Be clear and concise:When it comes to writing your CV and cover letter, clarity is key. Avoid jargon that could confuse us and stick to simple, direct language. Highlight your achievements with quantifiable results where possible, and keep everything easy to read. A well-organised application goes a long way!
How to prepare for a job interview at Litera Corp
✨Brush Up on Your Coding Skills
For a full-time software engineering role, it's crucial that we stay sharp with our coding abilities. Expect technical questions that might involve solving problems on the spot or discussing algorithms. Practise on platforms like LeetCode or HackerRank to get comfortable with the types of questions that often come up.
✨Know Your Tools and Frameworks
Make sure we’re well-acquainted with the tools and technologies listed in the job description. Familiarise ourselves with any specific frameworks or programming languages mentioned. If Litera Corp uses React or Node.js, for instance, be ready to discuss how we’ve used them in previous projects or coursework.
✨Showcase Your Projects
Bring along a portfolio that highlights our best work. This could be code samples, GitHub repositories, or any side projects we’ve built. Make sure we can talk through our thought process for each project, especially the challenges we faced and how we solved them—this shows our problem-solving skills in action.
✨Prepare for Behavioural Questions
While technical skills are key, full-time positions also require cultural fit. Be ready to discuss our previous experiences and how we handle teamwork, conflict, and deadlines. Brush up on the STAR method—Situation, Task, Action, Result—to clearly articulate our past experiences when discussing how we've contributed to a team.
