Head of Technical Support & Customer Experience

Entegrata; Indianapolis, Northern (IN, KY); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

401(k) match

Unlimited PTO

Hybrid work Indianapolis

Professional development support

Job summary

Entegrata, a venture-backed SaaS company based in Indianapolis, is seeking a Technical Support Manager to own and scale the customer support function for its data platform used by law firms. The role blends hands-on problem solving with building a scalable, metrics-driven support organization.

You will design channels, tooling, and SLAs, while resolving complex issues early in the cycle and partnering with Engineering and Product to drive improvements.

Qualifications

• 5+ years in customer or technical support or leading a function.
• Hands-on troubleshooting of SaaS or data products.
• Experience defining SLAs and support processes.
• Ability to scale a team and set strategy.
• Excellent written and verbal communication with enterprise customers.

Responsibilities

• Design and operate the customer support function: channels, intake, triage, escalation, and resolution workflows.
• Own support SLAs, quality standards, and customer satisfaction targets.
• Resolve issues hands-on early and build product/data knowledge.
• Own escalation path with Engineering and coordinate incident resolution.
• Administer and improve the knowledge base and support tooling.
• Report on support metrics and surface recurring issues to Product/Engineering.
• Hire, coach, and lead the support team as volume grows.

Skills

Customer support experience

Technical troubleshooting

SLA definition

Knowledge management

Enterprise communication

Tools

Support tooling

Knowledge base systems

Incident tooling

Job description

Entegrata, a venture-backed SaaS company based in Indianapolis, is seeking a Technical Support Manager to own and scale the customer support function for its data platform used by law firms. The role blends hands-on problem solving with building a scalable, metrics-driven support organization.

You will design channels, tooling, and SLAs, while resolving complex issues early in the cycle and partnering with Engineering and Product to drive improvements.