Technical Support Engineer at Literati

United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal TechnologyIndustries

Requirements

Strong troubleshooting skills across software, systems, and user environments (OS, networking, databases)
Experience working with Microsoft Dynamics 365, with an understanding of its architecture, customization, and integration capabilities; certifications in Dynamics 365 (e.g. MB-910, MB-920, MB-230) are highly desirable
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

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 Diamond Customers) if applicable, handling regional case queues and shift-based responsibilities, documenting case history and technical notes in ServiceCloud, and staying current with product updates and participating in release testing where appropriate

Skills

Key technologies and capabilities for this role

TroubleshootingCase ManagementIssue ReproductionLog AnalysisTechnical DiagnosticsScreen SharingInstallationConfigurationIntegration

Questions & Answers

Common questions about this position

What are the key responsibilities of the Technical Support Engineer?

Key responsibilities include end-to-end case management with troubleshooting and SLA adherence, reproducing issues in lab environments, contributing to the knowledge base, collaborating cross-functionally, and participating in support operations like inbound calls.

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 does the company culture at Litera look like?

Litera emphasizes excellence in legal technology innovation, collaboration across Engineering, Product, and Customer Success teams, proactive customer engagement, and contributing to knowledge sharing in a supportive environment with Slack/Teams channels.

What skills or experience make a strong candidate for this position?

Strong candidates will have technical troubleshooting skills for product installation, performance, configuration, and integrations, experience with log analysis and issue reproduction in lab environments, and the ability to document technical plans and collaborate cross-functionally.

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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