Manager, Technical Support

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 is based in Raleigh, NC and requires on-site presence at least three days per week.

• 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

• 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, Cloud Ops, and Account Teams

• 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

• Own support quality standards across tone, clarity, technical accuracy, and documentation
• Track CSAT, First Contact Resolution, reopen rates, 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

• 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

• 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

• 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

• 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

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

• Culture that emphasizes helping each other grow, doing the right thing always, and amplifying impact
• Commitment to employees through focus on tools that matter to impact-makers in the legal world
• Comprehensive benefits package: health insurance, retirement savings plans, generous paid time off, and support for work-life balance
• Career growth and development opportunities with clear paths and professional development support

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