Title: Technical Support Engineer Location: Denver, CO time type: Full time job requisition id: R-501081 Job Description: Are 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 Raleigh, NC 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. Position Overview 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 Case Management - Deliver end-to-end case management: intake, troubleshooting, resolution, and closure with proactive updates and SLA adherence. - Develop and document clear technical action plans (3Ws: Who, What, When) for complex customer issues. - Troubleshoot product installation, performance, configuration, and integration issues. - Reproduce customer-reported issues using lab environments to isolate root cause and validate fixes. - Perform real-time support sessions via phone, screen share, or chat to analyze and remediate customer systems. - Collect logs and technical diagnostics; analyze and summarize key findings. - Escalate product issues, defects, or platform risks to Technical Services, Engineering, or Account Teams as appropriate. - Manage and maintain personal case queues, including ticket hygiene and suspended queue cases. 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. - Link cases to existing bugs or enhancement requests, and file new ones with complete context. - Review test areas in new releases and provide feedback (not QA). - Engage with internal Slack/Teams channels to stay aligned with product changes, customer impact, and known issues. Community & Collaboration - Answer unresolved community thread questions and moderate forums (optional, growth area). - Collaborate with Product, Engineering, and Customer Success teams to ensure shared context and coordinated resolution. - Provide occasional onboarding or process training to new hires (optional, growth area). Operational Excellence - Participate in support operations, including: - Responding to inbound support calls (for Diamond Customers) if applicable [for Internal JD only] - Handling regional case queues and shift-based responsibilities - Documenting case history and technical notes in ServiceCloud - Stay current with product updates and participate in release testing, where appropriate. Key Capabilities & Skills - Strong troubleshooting skills across software, systems, and user environments (OS, networking, databases). - Experience working with Microsoft Dynamics 365, with an understanding of its architecture, customization, and integration capabilities; certifications in Dynamics 365 (e.g. MB-910, MB-920, MB-230) are highly desirable. - Ability to manage multiple tickets and meet deadlines in a fast-paced, SLA-driven environment. - Proficient in reproducing customer issues in-house and providing root cause analysis. - Clear, structured communication to both technical and non-technical users. - Familiarity with support case management systems (e.g., Salesforce/ServiceCloud). - 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. - Ability to work rotating shifts to support global customers, including after-hours/on-call rotation as needed. Why Join Litera? - 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 an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

• Proactively/Reactively troubleshoot customer environments based on Linux, OpenStack, Kubernetes, networking and other cloud technologies, detect, report and resolve issues. • Alert Management. • Learn and troubleshoot MOSK (Mirantis Openstack on Kubernetes) • Resolve and Handle/Triage IaaS related needs in customer datacenters. • Reproduce customer issues in labs where needed, confirm bug reports, provide detailed information to the development team. • Work closely with the development team: discuss customer issues, suggest improvements, fix product bugs, etc. • Own escalations end-to-end by routing issues to the appropriate teams, including OpenStack/ceph storage, networking, hardware, and infrastructure, and product engineering while maintaining accountability and follow-through. • Participate in weekend on call rotation and holiday coverage • Communicate urgently, clearly, and in detail with customers during incidents via email and remote session, providing accurate status updates and guiding them through troubleshooting and resolution • Work with AI tools to increase efficiency and problem solving tasks for customers. • Troubleshooting server issues- DCOPs issues, Firmware upgrading, Iso, OS, Dell, Lenovo, ST Micro • Work to troubleshoot any DC networking asks/upgrades, triaging where applicable

• Provide advanced technical support and troubleshooting for telecom and networking solutions. • Analyze, diagnose, and resolve complex technical issues across multiple technologies and platforms. • Review, validate, and implement detailed technical designs and solutions. • Lead technical assessments, solution delivery, and customer engagements. • Coordinate installations, upgrades, migrations, and deployments of enterprise technology solutions. • Investigate network performance issues using packet analysis tools such as Wireshark and PCAP traces. • Collaborate with customers, project teams, and engineering groups to identify requirements and deliver effective solutions. • Provide technical guidance and mentorship to team members and stakeholders. • Develop and maintain technical documentation, knowledge articles, and best practices. • Participate in knowledge-sharing initiatives and contribute to continuous improvement efforts. • Support customer escalations and participate in on-call rotations as needed. • Assist with pre-sales activities, technical proposals, and solution recommendations. • Stay current with emerging technologies, telecom standards, and industry trends.

• Monitor production systems, operational workflows, dashboards, alerts, and work queues to ensure timely processing and service delivery. • Troubleshoot and resolve routine operational and application-related issues using established procedures and support documentation. • Perform daily operational support activities to maintain service levels and operational effectiveness. • Review system activity, operational reports, and workflow queues to identify exceptions, processing delays, and recurring issues. • Escalate complex incidents and production issues to appropriate technical or operational teams while maintaining communication and follow-up through resolution. • Collaborate with business and technology teams to resolve production-related issues. • Create, maintain, and update process documentation, knowledge base articles, troubleshooting guides, and standard operating procedures. • Document incidents, service requests, issue resolutions, and operational activities in designated tracking systems. • Assist with testing, validation, and implementation activities associated with system enhancements, process improvements, and production releases. • Support operational reviews by providing information regarding recurring issues, service impacts, and workflow observations. • Identify and communicate opportunities to improve operational efficiency, service quality, and process consistency. • Adhere to established operational procedures, service level agreements, security requirements, and company policies.