Manager, Technical Support

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.

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 and verbal communication skills

Preferred Qualifications

Experience in legal tech or document lifecycle software
Familiarity with KCS, QA programs, or service improvement frameworks
Experience leading distributed or global teams

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

Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.