Technical Support Manager - 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

Technical Support Manager - Customer Experience

Location: Indianapolis, IN - 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.