Job Description Join Our Team at Litera: Where Legal Technology Meets Excellence Litera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. Developed by the best legal minds in the industry, our comprehensive suite of integrated legal tools is both powerful and user-friendly and simplifies the way modern firms manage core legal workflows, secure collaboration, and organize firm knowledge and experience. Every day, we help more than 2.3 million legal professionals focus on their craft. Litera: Less busy work, more of your life’s work. As part of our strategic growth and commitment to fostering collaboration and operational excellence, we are transitioning to a hybrid working model. This position is based in Raleigh, NC and 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. We are actively seeking talented individuals to join our team in this exciting new phase of growth. Position Overview As a Technical Support Engineer, you will serve as a key member of our support team, delivering responsive, high quality technical assistance for a core product within our software portfolio. This role requires deep expertise in Microsoft Word within complex enterprise and legal environments. You will troubleshoot advanced document formatting issues, template architecture, numbering structures, automation workflows, and integrations that directly impact customer productivity. You will also act as a liaison between customers and our Development, Services, and Product teams to ensure efficient issue resolution and continuous product improvement. Key Responsibilities Case Management & Customer Support Own end to end case management including intake, troubleshooting, resolution, and closure while maintaining proactive communication and SLA adherence Manage personal case queues, including ticket hygiene and suspended cases Conduct real time support sessions via phone, screen share, or chat to analyze and remediate customer systems Support global customers, including participation in after hours or weekend on call rotations as needed Microsoft Word & Document Troubleshooting Diagnose and resolve complex Microsoft Word issues involving styles, sections, numbering architecture, templates, cross references, fields, and automation Troubleshoot template corruption, formatting inconsistencies, and document structure failures in legal environments Analyze macros and VBA scripts to identify root causes and recommend sustainable solutions Provide best practice guidance on structured document creation and formatting Technical Documentation & Collaboration Create detailed bug reports and task tickets in JIRA including reproduction steps, environment details, logs, screenshots, and documented customer impact Partner with Development and Product teams to communicate customer feedback and technical findings Participate in product discussions to inform enhancements and future releases Develop and maintain knowledge base articles, FAQs, and internal documentation to reduce recurring escalations Continuous Improvement Stay current on Microsoft Word advancements, product updates, and relevant technology trends Contribute to improving support policies, procedures, and documentation standards Share knowledge with peers to elevate overall team capability Qualifications/Experience 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.