Manager, Technical Support at Litera

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

20 Aug, 26

Salary

0.0

Posted On

22 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Leadership, Technical Support Management, Customer Escalation Management, SLA Management, Support Operations, Salesforce Service Cloud, Jira, Coaching, KPI Management, Cross-functional Collaboration, Knowledge Management, GenAI Tools

Industry

Description

Job Description Ready to Help Shape the Future of Legal Tech?! At Litera, we don’t just build software, we transform how the world’s top law firms operate. Every day, we Raise The Bar™️ for what’s possible through AI, innovation, and solutions that power millions of legal professionals worldwide. If you’re energized by scale, real impact, and meaningful challenges, you’ll feel right at home here. Where You’ll Work This is a hybrid role based in Sidney with the expectations to be in office at least 3 days a week for collaboration and connection. Why this Role Matters The Manager, Technical Support leads and develops a team of Technical Support Engineers to deliver consistent, high-quality customer outcomes across Litera’s product portfolio. This role drives team performance, operational excellence, and escalation leadership while building a culture of accountability, coaching, 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 Deliver A high-performing Technical Support team in Sydney, developed through coaching, clear expectations, and a culture of accountability and empathy Strong customer outcomes on high-impact escalations, owning the leadership response and driving issues to resolution with clarity and urgency Consistent SLA performance and healthy support operations through proactive queue, backlog, and risk management Measurable improvements in CSAT, First Contact Resolution, reopen rates, and other key support KPIs Root-cause-driven improvements that reduce recurring issues and strengthen processes, tooling, and documentation Effective cross-functional partnership with Engineering, Product, CloudOps, Professional Services, and Account Teams to resolve customer risk and influence product quality A scalable knowledge and enablement environment, including adoption of GenAI tools, that elevates team capability and case quality Leadership visibility into support trends, risks, and improvement initiatives that inform broader business decisions We’re committed to creating an inclusive environment. If you need accommodations at any point in the process or in the role, we’re here to support you. What You'll Bring Must-Haves: 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 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 Nice-to-Haves Experience in legal tech or document lifecycle software Familiarity with KCS, QA programs, or service improvement frameworks Experience leading distributed or global teams We know great candidates don’t always check every box. If you’re excited about this role, we encourage you to apply. What You’ll Experience A team that shows up. Work alongside people who collaborate, support one another, and lead with integrity. Global Reach. Partner with teams around the world to solve complex challenges that matter. Real opportunity for growth. Expand your impact through meaningful stretch opportunities, visibility and career development. AI-driven innovation. Work at the intersection of legal technology, customer outcomes, and cutting-edge AI. Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Litera is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving more than 90% of the world's largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recognized as one of the best places to work, we believe professional development, rewards programs, open communication, and transparent leadership all contribute to a unique and open work environment. Our employees are driven, energetic, passionate, and have the ability to make a direct impact on the future of the company.

Responsibilities

Lead and develop a team of Technical Support Engineers to deliver high-quality customer outcomes and manage high-risk escalations. Drive operational excellence by improving support KPIs, managing backlogs, and partnering with cross-functional teams to influence product quality.