Manager,TechnicalSupport

_**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 quali