Technical Support Engineer

WORKSHARE LTD; Greater London; On-site; 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

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.

What You’ll Bring

• 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.

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.

Other Information

Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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.