Manager, Technical Support

Описание вакансии

Elite is the trusted automation platform for law firm operations across most of the world’s largest and most successful law firms. Elite has guided firms through every technology shift and today delivers the only cloud-native SaaS platform that unifies financial, invoice, time, and data management into a single system of action. With embedded AI, predictive analytics, and integrated payments, Elite’s products enable firms to shorten billing cycles, reduce write-offs, and unlock firm-wide insights, making financial operations the foundation for law firm innovation and growth. Learn more at elite.com.

Position Overview

The Manager, Technical Support, will build and lead our new Technical Support function as we transition to a SaaS ready, tiered support model. This role is responsible for building and managing a high performing technical team dedicated to cloud service health, API and customization incidents, platform reliability, and problem management.

This role is customer-facing when necessary and requires extensive experience communicating directly with senior business and technical leaders in our customer base. The successful candidate must demonstrate confidence in high-stakes conversations, including executive briefings, incident updates, and postmortem reviews.

The Technical Support Manager partners closely with the Technical Product Manager to improve triage quality, gatekeep engineering effort, and convert recurring incidents into systemic product and platform improvements.

Work Arrangement: Remote

Responsibilities

• Build, lead, and coach the Technical Support team.
• Own technical case management, including MTTR, SLA performance, prioritization, communication.
• Implement end-to-end case ownership, ensuring zero “ping-ponging” between teams.
• Build and maintain operational runbooks, SOPs, and service workflows for the technical track.
• Act as incident commander during Sev-1 and Sev-2 events.
• Oversee technical investigation and resolution for:
• Cloud service interruptions
• API failures and integration issues
• Customizations/configured logic incidents
• Platform performance degradation
• Perform and review RCAs, trend analysis, and corrective/preventive actions.
• Serve as a customer facing technical leader during escalations.
• Deliver concise, Executive-ready summaries to senior business and technical stakeholders.
• Participate in customer incident calls, debriefs, and roadmap discussions.
• Act as the technical point of contact when Support requires senior leadership presence.
• Validate escalations prior to Engineering handoff; ensure complete triage, reproducible steps, logs, and metadata.
• Partner with the TPM on prioritization, defect intake, and technical debt grooming.
• Identify recurring incidents and drive durable product improvements.
• Use AI triage to improve routing accuracy between Functional and Technical Support.
• Collaborate with the TPM to implement AI clustering for “silent” platform issues.
• Oversee AI deflection for common configuration and how-to issues.
• Perform other duties as assigned to support departmental and company objectives.

Qualifications

• Bachelor's Degree in STEM field or equivalent experience.
• 6–8 years of experience in SaaS technical support, SRE, escalations engineering, or incident response. 5+ years managing technical teams in a tiered or escalations model.
• Extensive customer facing experience interacting with C level stakeholders, senior business leaders, and technical leadership teams
• Deep understanding of cloud architectures, observability, APIs, logs, and troubleshooting methodologies.
• Strong background in incident and problem management (RCA, CAPA, PIRs).
• Experience collaborating with engineering and product on defect intake and prioritization.
• Ability to travel up <10% as business needs require.
• Role requires the following physical capacity: Sedentary: primarily desk/computer work.
• Must be legally authorized to work in United States; Elite does not provide employment sponsorship for this position.

Benefits:

• Competitive Compensation Package
• Comprehensive Healthcare Coverage (Health, Dental, Vision)
• Retirement Savings Plan with an Employer Contribution
• Professional Development Opportunities
• Tuition Reimbursement
• Parental Leave
• Time Off
• Wellness Initiatives
• Employee Assistance Program
• Generous Global Parental Leave
• Calm, free premium subscription
• Employee Discount Program

*Please note that we do not offer sponsorship for this position.*

Additional Information

At Elite Technology, we embrace an employee-centric, flexible work model that empowers you to do your best work in the environment that suits you. However, we also recognize the importance of in-person collaboration for key moments that truly matter.

In our flexible remote approach, you have the freedom to choose a workspace within your home country that best fits your needs. Our corporate offices are located in New York City, Los Angeles, Costa Rica, and the Philippines, providing additional options for those who prefer or need a hybrid work environment.

Our diverse global team spans the U.S., Canada, U.K., Costa Rica, the Philippines, and Australia. Please note that at this time, we are unable to hire employees located in Quebec or Ontario Provinces, Alaska, Hawaii, Puerto Rico, Louisiana, and Oklahoma.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also provide reasonable accommodation for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

We are not accepting applications submitted through recruiting agencies.