Technical Support Manager

We are building our customer support function and want a leader to own it.

Depending on experience, this is a Manager or Director level role.

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.

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.

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.

• 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.