IT Support Engineer
WurlSalary not specified
Not SpecifiedCompensation
Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Legal TechnologyIndustries
Requirements
- Bachelor's degree in computer science, Information Technology, or equivalent experience
- 1 - 3 years of experience in technical support or related field
- 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
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
- Document case history and technical notes in ServiceCloud
- Stay current with product updates and participate in release testing, where appropriate
Skills
Key technologies and capabilities for this role
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 responding to inbound calls for Diamond Customers.
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 kind of collaboration is expected in this role?
The role involves collaborating cross-functionally with Engineering, Product, and Customer Success teams to drive resolution and improve customer experience, as well as engaging via internal Slack/Teams channels and providing occasional training to new hires.
What skills or experience make a strong candidate for this position?
Strong candidates will have technical troubleshooting skills for product installation, performance, configuration, and integration issues, experience with issue reproduction in lab environments, log analysis, and the ability to document technical action plans while collaborating across teams.
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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