Sr. SaaS Configuration Specialist
Research InnovationsSalary not specified
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Legal TechnologyIndustries
Requirements
- Bachelor’s degree in Computer Science, Engineering, or a related technical field (or equivalent experience)
Responsibilities
- Own cases from start to finish, regardless of complexity, ensuring timely, high-quality resolutions aligned with SLAs
- Troubleshoot issues across Litera environments, including installations, configurations, integrations, storage, virtualization, networking, and databases
- Reproduce customer-reported issues in internal environments to validate behavior and confirm solutions
- Analyze logs, gather technical data, and isolate root causes for performance or functional problems
- Execute support-led upgrades and conduct pre-upgrade validations as needed
- Develop and document actionable remediation plans (3Ws: Who, What, When) and Root Cause Analyses (RCAs)
- Escalate cases requiring broader collaboration with SMEs or Development, providing complete technical context
- Author, review, and publish knowledge base articles, FAQs, and product content to enable faster resolutions and reduce repetitive support inquiries
- Continuously search for and apply knowledge resources to resolve cases, while identifying and addressing documentation gaps
- Engage with Litera’s community platforms, answering complex or unresolved customer questions
- Collaborate with Product, Engineering, and Customer Success teams, sharing customer feedback, technical challenges, and patterns of recurring issues
- Create detailed bug reports with comprehensive reproduction steps, logs, and customer impact information to accelerate issue resolution
- Provide insights during product discussions to advocate for customer needs and influence product enhancements
- Manage your case queue with a focus on responsiveness, documentation quality, and resolution effectiveness
- Participate in rotating on-call, weekend, or holiday coverage to maintain Litera’s global support readiness
- Contribute to support operations initiatives aimed at improving process efficiency and customer experience
- Maintain active engagement in team communication channels to stay current with product updates, known issues, and cross-team discussions
- Mentor and coach peers and new hires by sharing expertise, case strategies, and best practices
- Develop and deliver onboarding or targeted technical training sessions to elevate the skills of the support team
- Review and test new releases or hotfixes to identify regressions and file issues as needed (not formal QA)
- Provide feedback on product usability and supportability to enhance future versions
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What are the key responsibilities of the Senior Technical Support Engineer?
You will own end-to-end case management, provide expert troubleshooting across Litera environments including installations, configurations, integrations, storage, virtualization, networking, and databases, contribute to knowledge base articles, collaborate cross-functionally, and manage your case queue with operational excellence.
Is this a remote position or does it require office work?
This information is not specified in the job description.
What is the salary or compensation for this role?
This information is not specified in the job description.
What technical skills are needed for this position?
Expertise in troubleshooting installations, configurations, integrations, storage, virtualization, networking, databases, log analysis, and reproducing issues in internal environments is required.
What does the company culture or team environment look like?
The team features a unified support model where engineers are empowered to handle issues of any severity or complexity, with emphasis on customer-first experience, knowledge sharing, mentorship, and cross-functional collaboration.
Literati
Curated book subscription service for all ages
About Literati
Literati offers a subscription service for curated book selections aimed at both adults and children. Each month, subscribers receive a new hardcover book chosen by influential figures, known as Luminaries, from various fields such as business, sports, and the arts. This approach provides readers with enriching and inspiring content. For children, Literati features a 'try before you buy' option, allowing parents to receive a selection of expertly reviewed books to ensure quality and age-appropriateness. The company differentiates itself by combining celebrity involvement with expert curation, appealing to those seeking intellectual and inspirational reading experiences. Literati's goal is to foster a love for reading through high-quality literature while generating revenue through subscription fees and book sales.
Austin, TexasHeadquarters
2017Year Founded
$89.5MTotal Funding
SERIES_BCompany Stage
Education, Consumer GoodsIndustries
201-500Employees
Benefits
Health Insurance
Dental Insurance
Vision Insurance
401(k) Retirement Plan
401(k) Company Match
Short-term Disability Insurance
Parental Leave
Flexible Work Hours
Unlimited Paid Time Off
Company Equity
Risks
Increased competition from companies like Book of the Month challenges Literati's market share.
Celebrity involvement risks brand reputation if associated figures face controversies.
Integration challenges from Follett Book Fairs acquisition may disrupt Literati's operations.
Differentiation
Literati offers curated book selections with celebrity involvement, enhancing its unique market position.
The 'try before you buy' model for children's books sets Literati apart from competitors.
Literati's platform includes exclusive content and discussions, enriching the reader's experience.
Upsides
Rising interest in personalized content boosts demand for Literati's curated book services.
AI-driven personalization can enhance Literati's book selection process, improving customer satisfaction.
Celebrity and influencer marketing trends align with Literati's Luminary-curated adult book offerings.
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