Senior Technical Support Engineer at Literati

North Carolina, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal TechIndustries

Requirements

Reside within reasonable commuting distance of Raleigh, NC, USA office (requires on-site presence at least three days per week)
Expertise in handling complex technical cases, troubleshooting product installation, performance, configuration, and integration issues
Ability to reproduce issues in lab environments, collect/analyze logs, and perform real-time support via phone, screen share, or chat
Experience developing technical action plans (3Ws: Who, What, When) and ensuring SLA adherence
Proficiency in case management, ticket hygiene, and using tools like ServiceCloud, Slack/Teams
Knowledge of searching/applying knowledge bases and contributing to KB/FAQ
Ability to mentor junior engineers and serve as trusted advisor to high-value (Diamond) customers
Cross-functional collaboration skills with Engineering, Product, Customer Success, and Account Teams
Familiarity with linking/filing bugs, reviewing test areas in releases, and staying aligned with product changes/known issues

Responsibilities

Deliver end-to-end case management: intake, troubleshooting, resolution, closure with proactive updates and SLA adherence
Develop and document clear technical action plans (3Ws) 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
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
Contribute to Litera’s Knowledge Base (KB/FAQ) through 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
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)
Collaborate with Product, Engineering, and Customer Success teams for shared context and coordinated resolution
Provide occasional onboarding or process training to new hires (optional)
Participate in support operations: respond to inbound support calls (for Diamond Customers if applicable), handle regional case queues and shift-based responsibilities, document case history and technical notes in ServiceCloud
Stay current (description cuts off, implied ongoing professional development)

Skills

Technical Support

Troubleshooting

Mentoring

Customer Success

Engineering Collaboration

Product Expertise

AI Solutions

Legal Technology

Cross-Functional Collaboration

Systemic Issue Resolution

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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