Litera
Manager, Technical Support
USA - North Carolina
Sponsorship not specifiedDetected 30 days ago
JiraSalesforceCustomer SuccessCustomer SupportLeadershipCommunicationMentoring
About the role
- 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.
- 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
- Lead, coach, and develop a team of Technical Support Engineers across experience levels
- Identify skill gaps and drive targeted coaching, mentoring, and enablement plans
- Support onboarding of new hires, ensuring clarity on tools, processes, and support standards
- 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)
- Act as a liaison between Technical Support, Professional Services, Engineering, Product, CloudOps, and Account Teams
Requirements
- 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
Nice to have
- Familiarity with KCS, QA programs, or service improvement frameworks
- Experience leading distributed or global teams
- Why Join Litera?
- 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.
Benefits
- Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance.
Company info
- 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
- 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
- Ensure consistent, timely, and empathetic communication to customers during escalations
Equal opportunity
- We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles
- equal opportunity employer.
This listing is sourced directly from Litera's careers page and normalized into a canonical job model.