Manager, Technical Support
Raleigh, NCAll locationsRaleigh, NCUSA - North Carolina On-site
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About the role
This position is based in Raleigh, NC and candidates should reside within reasonable commuting distance, as this role requires on-site presence at least three days per week. 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.
What you'll bring
- 5+ years of experience in technical or customer support
- 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
- preferably in SaaS or enterprise software