Technical Support Manager - Customer Experience

Entegrata; Indianapolis (IN); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with employer match

Unlimited PTO

Company holidays

Professional development support

Flexible hybrid work

Job summary

Entegrata seeks a leader to build and run its customer support function for law firm customers, starting hands-on and growing into a scaling leadership role. You’ll define channels, SLAs, and processes, then hire and guide the team to deliver reliable, data-driven support.

Ideal candidates bring 5+ years in customer or technical support, strong SaaS troubleshooting, and proven ability to implement knowledge management and incident tooling in a fast-moving, hybrid environment.

Qualifications

• 5+ years in customer or technical support, including experience building or leading a support function.
• Strong technical troubleshooting ability with SaaS or data products.
• Experience defining SLAs, support processes, and knowledge management.
• Hands-on mindset paired with the 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 customer issues per SLA hands-on in the early stage, developing deep product and data knowledge.
• Assume responsibility for support issues & data investigations from the Customer Experience Managers.
• Administer support tooling and knowledge base. Create the knowledge base.
• Refine the escalation path with Engineering and coordinate on incidents and root-cause resolution.
• Report on support metrics and surface recurring issues to Product and Engineering.
• As volume grows, hire, coach, and lead the support team and set support strategy.

Skills

Leadership

Technical troubleshooting

SLA management

Team building

Enterprise communication

Tools

CRM systems

Knowledge base tooling

Incident tooling

Cloud/SaaS familiarity

Job description

Location: Indianapolis, IN or Chicago, IL - Hybrid

Reports to: VP of Customer Experience

About Entegrata

Entegrata helps law firms turn data into decision-grade insights. Founded in 2023 and headquartered in Indianapolis, we are a venture-backed SaaS company delivering a turnkey, Azure-based data lakehouse platform purpose-built for law firms. Our platform consolidates siloed legal, operational, and financial data into a single governed source of truth, with AI-powered analytics on top. Our mission is to become the data platform of choice for the top law firms in the world.

The Role

We are building our customer support function and want a leader to own it. You will stand up how we support law firm customers day to day: the channels, the tooling, the SLAs, and, over time, the team. Early on you will be hands-on resolving issues; as volume grows you will hire and lead the support organization and set its strategy.

Key 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 customer issues per SLA hands-on in the early stage, developing deep product and data knowledge.
• Assume responsibility for support issues & data investigations from the Customer Experience Managers.
• Administer support tooling and knowledge base. Create the knowledge base.
• Refine the escalation path with Engineering and coordinate on incidents and root-cause resolution.
• Report on support metrics and surface recurring issues to Product and Engineering.
• As volume grows, hire, coach, and lead the support team and set support strategy.

What Success Looks Like: 30-60-90 Days

First 30 Days

• Learn the platform and current support intake; document the existing process and pain points.
• Define an initial SLA framework, priority levels, and escalation path with Engineering.

By 60 Days

• Stand up the support tooling, knowledge base, and reporting; begin measuring against SLAs.
• Establish a repeatable triage and resolution workflow and start clearing the backlog.

By 90 Days

• Operate a functioning support desk meeting defined SLAs with visible metrics.
• Present a staffing and scaling plan; begin hiring if volume warrants.

Required Qualifications

• 5+ years in customer or technical support, including experience building or leading a support function.
• Strong technical troubleshooting ability with SaaS or data products.
• Experience defining SLAs, support processes, and knowledge management.
• Hands-on mindset paired with the ability to scale a team and set strategy.
• Excellent written and verbal communication with enterprise customers.

Preferred Qualifications

• Experience supporting law firms or professional services organizations.
• Familiarity with data platforms, integrations, SQL, or Microsoft Azure.
• Experience administering support platforms and incident tooling.
• Early-stage or startup experience building a function from scratch.

Compensation and Benefits

Competitive salary, medical, dental, and vision insurance, 401(k) with employer match, unlimited PTO and company holidays, professional development support, and flexible hybrid work from our Indianapolis office.

Entegrata is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected characteristic.