Manager, Product Support
Core
Lead a team of technicians to deliver 24x7x365 technical support for Relativity's SaaS platform, managing incidents, tickets, and service level objectives.
Role type
First-line people manager for technical support operations
Builds
24x7x365 technical support operations for Relativity's SaaS platform
Domain
Legal Data Intelligence / SaaS
Required skills
Team Leadership, People Management, Coaching & Development, Customer Support Operations, SaaS, Technical Troubleshooting, Salesforce, Jira, Communication, Process Improvement, KPI Management
Preferred skills
ITIL standards, Legal Data Intelligence industry knowledge
Technologies
Salesforce, Jira
Responsibilities
Oversee team response to customer incidents and requests; Monitor and report on support performance; Manage and develop the support team; Drive adoption of AI tools across the team; Collaborate with cross-functional teams to address technical issues; Identify patterns with recurring incidents to improve service capabilities
Seniority
Manager, first-line people management