Tech Support Manager: Lead Teams & Escalations

Litera Group; North Carolina; On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Retirement savings plans

Generous paid time off

Professional development opportunities

Job summary

A leading legal technology firm in Raleigh, NC seeks a Manager, Technical Support to lead a team of Support Engineers. The successful candidate will ensure high-quality customer outcomes and manage escalations efficiently. Candidates should have over 5 years of experience in technical support and proven leadership abilities. Benefits include health insurance and career growth opportunities, fostering a supportive, dynamic workplace culture.

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.

Responsibilities

• Lead and develop a team of Technical Support Engineers.
• Own customer escalations and serve as a primary leadership point for high-impact issues.
• Oversee daily support operations and monitor SLA adherence.

Skills

Technical or customer support experience

People leadership experience

Communication skills

SLA management

Knowledge of support operations

Tools

Salesforce Service Cloud

Jira

Job description

A leading legal technology firm in Raleigh, NC seeks a Manager, Technical Support to lead a team of Support Engineers. The successful candidate will ensure high-quality customer outcomes and manage escalations efficiently. Candidates should have over 5 years of experience in technical support and proven leadership abilities. Benefits include health insurance and career growth opportunities, fostering a supportive, dynamic workplace culture.