Implementation and Training Consultant

Job Description

Join the Legal Tech Revolution at Litera

Are you ready to shape the future of how law is practiced? At Litera, we’re on a mission to Raise The Bar™️ for the legal profession by delivering transformational and globally-trusted solutions to law firms and corporate legal teams worldwide. We’ve been a leader in legal tech innovation for 30 years and are leading the legal AI revolution to this day with most of the world’s largest law firms as our clients. If you’re passionate about building AI-forward solutions that scale globally and want your work to impact millions of legal professionals worldwide, this is your opportunity to be part of an extraordinary team that’s elevating the craft of law.

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 Australia 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.

Overview: As a Implimentation Consultant at Litera, you will be part of a dynamic team that is passionate about driving innovation in the legal technology space. You will be responsible for the deployment, enablement, and ongoing support of highly technical applications for our clients. You will act as a subject matter expert across multiple products, providing expert troubleshooting, training, and collaborating directly with Product and Engineering teams. You will also play a strategic role in knowledge management, product quality, mentorship, and process improvements—ensuring both customer success and continuous team development.

Key Responsibilities:

Advanced Technical Support & Issue Resolution

• Diagnose and resolve complex technical issues involving product environments, integrations, networking, databases, and virtualization.
• Perform advanced troubleshooting, including root cause analysis (RCA), performance diagnostics, and in-depth technical investigations.
• Reproduce issues in-house; validate and test hotfixes, patches, or workarounds.
• Develop actionable remediation plans and deliver formal RCAs for critical issues.
• Manage and triage escalations, acting as SME for complex or high-visibility cases.
• Serve as primary liaison with Development and Product teams to communicate issues, impact, and priorities.
• Create and manage comprehensive bug reports and enhancement requests in JIRA or similar tools.

Implementation, Training & Enablement

• Lead the deployment, configuration, and testing of complex software applications for clients.
• Design and deliver engaging training sessions and workshops for end-users and stakeholders.
• Create and maintain documentation, training materials, and knowledge resources.
• Empower clients with best practices and ongoing education to maximize product value.

Knowledge Management & Content Development

• Lead the creation, review, and publication of technical knowledge assets, including KB articles, FAQs, playbooks, and technical bulletins.
• Identify knowledge gaps, propose new content, and drive best practices for knowledge management across the support team.
• Create or enhance product documentation to improve supportability and customer self-service.

Cross-Functional Collaboration & Product Advocacy

• Act as a trusted partner to Product and Engineering teams, providing insights into recurring issues, customer pain points, and areas for product improvement.
• Contribute to new product introduction (NPI) initiatives, including support readiness assessments and go/no-go input.

Operational & Process Excellence

• Manage personal and critical case queues; ensure timely updates and high-quality case documentation in the support system.
• Participate in on-call, weekend, or holiday rotations as needed to ensure 24/7 global support readiness.
• Contribute to executive status updates for critical issues.

Mentorship & Training

• Mentor junior and mid-level engineers on products, troubleshooting, and case management best practices.
• Develop and deliver technical training programs, onboarding content, and knowledge-sharing sessions.
• Perform technical case audits and provide constructive feedback to elevate team performance.

Product Quality & Continuous Improvement

• Review and test new or updated hotfixes, releases, and document affected areas; proactively identify potential issues.
• Work with Engineering and Product teams to prioritize support requests, bug fixes, and product enhancements.
• Drive initiatives to improve supportability and diagnosability of products, including recommending tooling or diagnostic improvements.

Qualifications:

• Bachelor’s degree in Computer Science, Engineering, Information Technology, Business, or related field (advanced degrees a plus).
• 5-7+ years of advanced technical support experience with proven ability to resolve complex, high-severity issues.
• Deep expertise in operating systems, networking, virtualization, storage, databases, and SaaS architectures.
• Strong proficiency with JIRA or similar tools for bug tracking, prioritization, and escalation.
• Experience in scripting, SQL, or log file analysis strongly preferred.
• Exceptional analytical and diagnostic skills with attention to detail.
• Proven leadership experience, including mentoring, training, or technical team development.
• Excellent communication and interpersonal skills; able to clearly explain technical concepts to diverse audiences.
• Experience delivering software training and creating technical documentation.
• Strong relationship-building and client-facing skills.
• Project management experience and ability to manage competing priorities.
• Self-motivated, adaptable, and proactive in dynamic environments.
• Experience in legal, regulatory, or professional services environments is highly desirable.

Why Join Litera?

• 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