Senior Technical Support Engineer — AI-Driven Legal Tech

WORKSHARE LTD; Greater London; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

Litera is seeking a Technical Support Engineer for a hybrid role in the United Kingdom. You will own complex software issues end-to-end, collaborating with Product, Engineering, and Customer Success to drive fast resolutions and feed insights back into the product.

You'll build and maintain knowledge bases, lead upgrades, and ensure reliable support for Litera's global customer base, including top law firms, with strong communication and diagnostic skills.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Operating systems & virtualization

Networking & databases

Customer-facing communication

Education

Bachelor's degree in Computer Science

Tools

Salesforce

Zendesk

JIRA

Job description

Litera is seeking a Technical Support Engineer for a hybrid role in the United Kingdom. You will own complex software issues end-to-end, collaborating with Product, Engineering, and Customer Success to drive fast resolutions and feed insights back into the product.

You'll build and maintain knowledge bases, lead upgrades, and ensure reliable support for Litera's global customer base, including top law firms, with strong communication and diagnostic skills.