Manager, Technical Support

Responsibilities

• Team Leadership & Coaching
• Lead, coach, and develop a team of Technical Support Engineers across experience levels
• Conduct regular 1:1s, performance check-ins, and quarterly development conversations
• Set clear expectations for ownership, communication, and case quality
• Identify skill gaps and drive targeted coaching, mentoring, and enablement plans
• Support onboarding of new hires, ensuring clarity on tools, processes, and support standards
• Foster a psychologically safe, high-performance culture grounded in accountability and empathy
• Escalation Ownership & Customer Advocacy
• Own customer escalations and serve as the primary leadership point for high-impact or high-risk issues
• Partner with Support Engineers to create and drive clear escalation plans (Who / What / When)
• Proactively identify cases at risk of SLA breach and intervene early
• Ensure consistent, timely, and empathetic communication to customers during escalations
• Act as a liaison between Technical Support, Professional Services, Engineering, Product, CloudOps, and Account Teams
• Operational Management & SLA Accountability
• Oversee daily support operations, including queue health, workload distribution, and backlog management
• Monitor and manage SLA adherence, aging cases, reopen trends, and risk indicators
• Lead operational reviews to assess performance and prioritize actions
• Ensure consistent use of support tools, workflows, and documentation standards
• Participate in a rotating Manager on Duty (MOD) program, which includes scheduled weekend coverage, to provide leadership-level oversight for escalations, critical incidents, and high-impact customer issues outside of regular business hours.
• Quality, Metrics & Continuous Improvement
• Own support quality standards across tone, clarity, technical accuracy, and documentation
• Track CSAT, First Contact Resolution, reopen rates, and escalation trends, and other KPIs
• Perform root-cause analysis and implement improvement plans
• Identify recurring issues and drive systemic improvements through documentation, process, and tooling
• Knowledge, Enablement & Process Adherence
• Ensure adherence to support playbooks, escalation paths, and entitlement policies
• Champion knowledge sharing and consistent documentation usage
• Encourage Knowledge Base contributions and continuous learning
• Support adoption of GenAI tools while maintaining quality standards
• Cross-Functional Leadership & Communication
• Build strong relationships with Engineering, Product, Customer Success, and Leadership
• Represent Support in cross-functional escalations and risk discussions
• Provide leadership visibility into trends, risks, and improvement initiatives
• Leadership Expectations:
• Lead with clarity, consistency, and calm during high-pressure situations
• Coach rather than rescue, empowering teams to grow ownership
• Hold the line on standards while remaining empathetic and customer-focused
• Think beyond individual cases to long-term operational and cultural impact
• Required Qualifications
• 5+ years of experience in technical or customer support, preferably in SaaS or enterprise software
• 2+ years of experience in a people leadership or team lead role
• Proven experience owning customer escalations in SLA-driven environments
• Strong understanding of support operations, workflows, and performance metrics
• Experience with tools such as Salesforce Service Cloud, Jira, or similar platforms
• Excellent written an

Benefits

Additional Information

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. This position is based in Raleigh, NC and candidates should reside within reasonable commuting distance, as this role requires on-site presence at least three days per week. Overview: The Manager, Technical Support is responsible for leading and developing a team of Technical Support Engineers while ensuring consistent, high-quality customer outcomes across Litera's product portfolio. This role blends people leadership, escalation ownership, operational rigor, and coaching to drive performance, accountability, and continuous improvement. The Manager acts as a leadership-level player-coach-not by owning individual cases, but by guiding teams through complexity, owning high-risk escalations, setting clear expectations, and building a strong, resilient support culture.

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