Manager, Technical Support

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.

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

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