Manager, Technical Support
Core
Leading and developing a team of Technical Support Engineers to ensure high-quality customer outcomes and manage escalations for Litera's legal tech product portfolio.
Role type
Manager, Technical Support
Builds
Customer support operations and team performance for legal tech solutions
Domain
Legal technology / SaaS
Deliverable
client delivery
Required skills
Team leadership and coaching, Escalation ownership, SLA management, Operational oversight, Root-cause analysis, Cross-functional communication
Preferred skills
Legal tech experience, KCS or QA program familiarity, Distributed team leadership
Technologies
Salesforce Service Cloud, Jira
Responsibilities
Lead, coach, and develop a team of Technical Support Engineers; Own customer escalations and serve as the primary leadership point for high-impact issues; Oversee daily support operations including queue health and backlog management; Track CSAT, First Contact Resolution, and reopen rates; Ensure adherence to support playbooks and documentation standards.
Seniority
Manager, people leadership
