Full-Time

Technical Support Engineer

Posted on 9/17/2025

Litera

Litera

1,001-5,000 employees

Legal workflow software with AI

Compensation Overview

$70k - $90k/yr

+ Comprehensive Benefits Package + Incentive Programs + 401k Contribution

North Carolina, USA

In Person

Salary range applies to California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington residents only.

Category
IT & Security
Required Skills
SQL
Salesforce
Requirements
  • Strong troubleshooting skills across software, systems, and user environments (OS, networking, databases).
  • 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.
  • 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.
Responsibilities
  • 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.
  • 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.
  • 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).
  • Participate in support operations, including: Responding to inbound support calls (for DiamondCustomers) 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.
Desired Qualifications
  • Experience in legal tech, document lifecycle software, or Microsoft Office integrations is an advantage.
  • Familiarity with scripting, SQL, cloud/SaaS architecture is a plus.

Litera provides a suite of legal software that streamlines drafting, document management, review, and firm-wide intelligence for law firms and corporate legal teams. Its tools include Litera Draft, a single toolbar to create, check, and compare documents, and Firm Intelligence, which analyzes data on clients, matters, and people for strategic planning. The company has grown by acquiring tools like Workshare, DocsCorp, Foundation Software Group, and Kira Systems to offer an integrated platform with AI-enabled contract review and knowledge management. Its goal is to improve efficiency, reduce risk, and support growth across firms of all sizes through end-to-end, AI-enhanced legal workflows.

Company Size

1,001-5,000

Company Stage

Growth Equity (Venture Capital)

Total Funding

$100M

Headquarters

McLeansville, North Carolina

Founded

2001

Simplify Jobs

Simplify's Take

What believers are saying

  • Google Workspace integration expands beyond Microsoft to Google Drive users.
  • Midpage partnership embeds US case law into Lito for compliant drafting.
  • Priyanka Singh's April 2026 promotion scales operations with seven new offices.

What critics are saying

  • Thomson Reuters CoCounsel erodes Kira's Fortune 100 share in 12-18 months.
  • iManage captures Google Workspace users, cutting Litera's daily users 20-30%.
  • Harvey AI undercuts Lito pricing, causing high-impact churn in 12-24 months.

What makes Litera unique

  • Litera integrates 30 years of legal expertise with Lito AI agent in Microsoft 365.
  • Kira's hybrid AI on 1M+ contracts achieves 90%+ accuracy versus LLMs' 40-70%.
  • Acquisitions like Workshare, DocsCorp, Kira unify document workflow ecosystem.

Help us improve and share your feedback! Did you find this helpful?

Benefits

Health Insurance

401(k) Retirement Plan

Paid Vacation

Remote Work Options

Professional Development Budget

Growth & Insights and Company News

Headcount

6 month growth

0%

1 year growth

0%

2 year growth

0%
LexBlog
Apr 9th, 2026
Priyanka Singh promoted to EVP, Operations & CFO at litera, taking on expanded strategic role as litera sees ongoing strong growth.

Priyanka Singh promoted to EVP, Operations & CFO at litera, taking on expanded strategic role as litera sees ongoing strong growth. By litera on April 9, 2026 Promotion recognizes first-year impact and Litera's commitment to operational excellence and scalable growth CHICAGO - Apr. 9, 2026 - Litera, a leading legal AI platform provider that unifies the practice and business of law, announced the promotion of Priyanka Singh to Executive Vice President, Operations & Chief Financial Officer. Since joining Litera one year [...]

The Associated Press
Apr 9th, 2026
Litera promotes Priyanka Singh to EVP, operations & CFO as legal AI platform sees strong growth

Litera, a legal AI platform provider, has promoted Priyanka Singh to Executive Vice President, Operations & Chief Financial Officer. Singh joined Litera as CFO one year ago and has since expanded her responsibilities to oversee support and services, legal and HR functions. During her tenure, Singh has led operational transformation focused on customer service and helped establish seven offices as part of the company's return-to-office initiative. She brings over 20 years of experience in financial strategy and operations, holding CPA and CA certifications. Litera serves over 15,000 global customers and 2.3 million daily users, including 99% of the AmLaw 100. The company combines legal technology with Lito, its AI legal agent, offering solutions spanning drafting, document comparison and contract review.

Business Wire
Mar 9th, 2026
Litera embeds legal research in AI agent Lito as study shows LLMs hit 40% accuracy on complex redlines

Litera has partnered with Midpage to embed legal research capabilities into Lito, its AI legal agent, whilst releasing benchmark research highlighting limitations of general-purpose large language models for legal redlining tasks. The integration brings US case law and statutes from Midpage, trusted by over 200 law firms, directly into Lito's Microsoft 365 environment. Users can query documents against legal sources, check statutory compliance and generate case summaries without leaving Word or Outlook. Litera's internal research compared its purpose-built Compare tool against leading LLMs including Gemini 3, Claude Opus 4.5 and ChatGPT 5.2. Findings showed general LLMs struggled with non-text elements and accuracy declined significantly in longer documents, dropping to approximately 40-70% in 200-page tests. The company emphasised that whilst LLMs excel at research assistance, producing defensible legal redlines requires purpose-built technology.

Digital IT News
Mar 9th, 2026
Litera Embeds Legal Research in Lito Through Midpage Partnership

Litera embeds legal research in Lito through Midpage partnership. Litera announced a new integration with Midpage to bring U.S. case law and statutes directly into Lito. The integration makes Lito the first legal AI assistant to combine generative AI capabilities, deterministic rules-based engines, proprietary firm intelligence, and Midpage's legal research tools within the microsoft 365 environment, where lawyers already work. Alongside the announcement, Litera is also presenting new internal benchmark research at Legalweek comparing how general-purpose large language models perform on complex legal redlining tasks versus purpose-built legal comparison technology. "Every legal AI tool has access to the same foundation models," said Adam Ryan, Chief Product Officer at Litera. "The difference is what surrounds them. Lito combines the best large language models with our rules-based engines, cutting edge firm intelligence data, and now deep legal research - all integrated where lawyers already work." The Midpage integration will deliver U.S. statutes and case law to Lito, adding to this powerful legal drafting environment and further expanding Litera's ecosystem of more than 60 integrations, including NetDocuments, iManage, Courtroom Insight, and UniCourt. By embedding trusted legal research sources within Lito, Litera continues to deepen the intelligence available directly inside everyday workflows. Through the Lito chat experience, users can select U.S. statutes or case law as sources to query against a document or a specific legal question. Practical use cases include checking whether an agreement complies with a particular statute, uploading a document alongside relevant legal authority for contextual analysis, or generating a case summary to share with clients - all without leaving Word or Outlook. Lito users on Litera One cloud packages will have access to legal research capabilities through this integration, with options to expand usage through a Midpage subscription. "Navigating case law has historically been so complex that it was really only done for complex litigation," said Otto von Zastrow, CEO of Midpage. "AI agents give every attorney the power of a big legal research team. The agent reads hundreds of cases and finds on-point precedents with quotes and hyperlinks. We're glad to bring this to tools like Lito that already have access to your documents and important context." Internal Research Examines AI Performance in Legal Redlining Alongside this announcement, Litera is sharing findings from internal Quality Engineering research evaluating how different AI approaches perform on complex legal redlining tasks, data that underscores why the architecture behind a legal AI tool matters as much as its capabilities. The research compared Litera Compare with leading general-purpose large language models, including Gemini 3, Claude Opus 4.5, and ChatGPT 5.2, across long-form legal documents containing tables, images, embedded objects, headers and footers, and other structural elements. The results illustrate a clear distinction: while large language models excel at research and drafting assistance, generating structured, defensible legal artifacts requires technology purpose-built for legal formatting standards and professional exchange. Key findings include: * Structural limitations: General-purpose LLMs were unable to generate usable redlines for non-text elements such as tables, images, embedded objects, headers/footers, and footnotes. * Accuracy declines with length: Even in short documents, general LLMs topped out at roughly 90% accuracy - a threshold that remains too low for legal work where a single missed change can carry significant consequence. In a 200-page document test, one model's text accuracy dropped to roughly 40%, with others declining to approximately 70%. * Description vs. redline: General-purpose LLMs can describe what changed in a document but cannot produce an actual redline or track changes file suitable for exchange with counterparties. Describing a change and delivering the legal artifact that lawyers need are fundamentally different outcomes. * Completeness over speed: While some models processed comparisons quickly, output reliability and coverage varied significantly across longer, more complex documents. Litera Compare powers redlining capabilities within Lito, enabling lawyers to produce accurate, industry-standard outputs while remaining embedded in their drafting environment. Together, the Midpage integration and Compare capabilities reflect Litera's broader approach: combining the intelligence of large language models with the precision of purpose-built legal engines, so lawyers get the best of both where it matters most. Litera will discuss both the Midpage integration and the research findings at Legalweek, March 9-12, 2026, in New York, NY, as part of broader conversations about how legal AI is evolving beyond experimentation toward measurable, reliable performance. Meet with Litera at Legalweek: Avaneesh Marwaha, CEO of Litera, will outline his vision "Accurate. Embedded. Fast. Raising the Bar for Legal Performance," Wednesday, March 11, 9:00 - 10:00 a.m., 4th Floor, Room 405.1 To learn more about how AI is transforming legal research and legal performance, reserve your spot for Litera's session at Legalweek here.

Legal Futures
Jan 29th, 2026
Litera expands Kira capabilities, unveiling the next generation of its market-leading AI contract intelligence

Litera expands Kira capabilities, unveiling the next generation of its market-leading AI contract intelligence. By Legal Futures Associate Litera Litera, a global leader in legal AI technology solutions, introduces enhanced Kira upgrades, driving the next evolution of its AI-powered contract intelligence solution. As deal activity increases and GenAI adoption accelerates across a growing market of legal tools, Kira helps legal teams analyze contracts at scale with the accuracy, governance, and collaboration required for high-stakes legal work. Trusted by 71% of the Fortune 100, Litera provides the proven, enterprise-grade foundation Kira builds upon - delivering reliable, governed AI for the most demanding legal environments. "While LLM technology has been a true game changer for contract review exercises, when LLM technology is paired with Kira's proprietary AI models, we are seeing incredible levels of accuracy and precision from simple natural language prompts," said Adam Ryan, Chief Product Officer at Litera. "The new iteration of Kira combines Litera's 30 years of legal expertise and a decade of AI refinement to bring GenAI to legal work with accuracy that teams can trust and governance they can control. By pairing GenAI with proven AI models and flexible oversight, Kira provides contract intelligence firms can rely on for their most critical matters." In high-stakes contract review, generic and pure GenAI tools are missing legal nuance and requiring extensive prompt engineering to produce reliable results. Kira addresses these challenges through a hybrid AI approach that combines GenAI with proprietary AI models trained on over 1 million legal contracts. This delivers consistent 90%+ accuracy while enabling legal teams to reduce review time, manage risk with confidence, identify and prevent contract value leakage, scale contract review workflows, and meet governance requirements without compromising reliability. Used across M&A, real estate, banking, finance, tax, and IP matters, Kira supports complex legal work where precision and consistency are essential. Law firms and legal teams are choosing Kira for: * Consistent, multi-layer accuracy: Hybrid AI combines GenAI with tested proprietary models to deliver reliable extraction of clauses, answers, and insights for high-stakes contract review. * Collaborative, easy-to-use workflows: Intuitive end-to-end workflows that simplify complex tasks - from organizing documents and tracking changes to managing reviews and exports - so teams can work together and scale effortlessly. * Two Powerful Tools: Lito for Drafting and Comparing in Word, Kira for High-Precision Analysis: Lito is included in the Kira subscription, and while each tool is fully standalone, they're designed to complement one another depending on the task. Use Lito for fast, structured everyday reviews in Word, Outlook and web, and rely on Kira when the stakes are high and require deeply accurate, high-precision contract analysis. * Flexible governance controls addressing varying compliance mandates: Legal teams can enable or disable GenAI at the project level to meet firm, client, or regulatory requirements without losing extraction capabilities and accuracy. * One Tech Partner, One Platform, One AI Agent: Leverage Kira together with Litera's complete ecosystem - drafting, transaction, knowledge management - to automate every step of a deal. In 2026, Litera plans to expand Kira's GenAI-powered capabilities to include: 1) Grid Chat for natural language querying across review data, 2) Generative Smart Fields with custom context grounded in verified extraction data, 3) A new wave of intelligent workflows designed to elevate both rapid-turn analysis and large-scale, collaborative reviews, while introducing forward-looking enhancements that deepen how legal teams surface, interpret, and act on their review insight.

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