Jobs in the United States

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Mechanical Engineer
HEICO
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Under the direction of the Engineering Manager, this is a mid-level mechanical engineering position where the individual will review customer technical requirements, design…
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Undergraduate or graduate degree in engineering, architecture, construction management, a related discipline, or relevant work experience
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Controls Engineer - Hardware Designer
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Co-op-Manufacturing Engineering - Reedsville, PA-January-June 2027
Philips
Reedsville, Pennsylvania, United States, PA
- $25 to $29 USD / hour
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Sr. Systems Engineer (New Kensington, PA)
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New Kensington, Pennsylvania, United States, PA
For our office-based teams, this means working in-person at least 3 days per week · For this position, you must reside in or within commuting distance to New Kensington, PA
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Structural Engineering Intern
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NJ Commercial Project Manager
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…estimating group. Make recommendations with regard to possible value engineering opportunities to achieve the customer’s budget…
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8+ years of experience in the technology industry, in research, strategy and planning, product, engineering leadership, or business roles, with significant experience leading teams• At…
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NJ Commercial Project Manager
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…estimating group. Make recommendations with regard to possible value engineering opportunities to achieve the customer’s budget…
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Technology Internship (Summer 2027)
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United States
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Must have unlimited work authorization in the United States without the need for employer sponsorship, now or at any time in the future
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Assistant Project Manager
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Ensures that Engineering functions are completed in accordance with established production and contract scope requirements
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For Career Opportunities with CMU Medical Education Partners (CMEP), please read the following:
Central Michigan University
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Demonstrated experience utilizing databases, student information systems, or enterprise software.
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Principal Consultant - Software Engineer
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8+ years of professional software engineering experience
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Principal Consultant – Modern Data & Analytics Engineering
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Apply software engineering practices - including version control, automated testing, code review, documentation, and CI/CD - to data solutions.
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Senior EO/IR System IPT Lead and Senior Manager
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Telecommunication Designer [Remote]
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Compression Engineer III
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The role of Compression Engineer III is responsible for engineering support and design by performing a variety of tasks including, but not limited to, compressor performance analysis,…
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Sr. Associate, Systems Engineer
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Electrical Drafter
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Houston, TX
…manufacturing team. In this role, you will support the electrical and engineering departments by creating, maintaining, and updating electrical drawings and documentation for control…
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AI Solutions Engineer-Wealth Management Marketing
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Working proficiency in Python for scripting, data handling, API calls, and light integration work. A software engineering background is not required, but you should be able to follow…
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Enterprise Architect
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…standards. In addition, the Enterprise Architect supports ongoing software portfolio assessment and rationalization, helping reduce platform complexity and guide modernization…

FREEDOM SOLUTIONS GR

Manager, Technical Support

Denver, CO, United States

Pay Transparency for Colorado Applicants The base salary range for this role is $100,000 to $115,000 USD.

Apply on litera.wd12.myworkdayjobs.com About employer

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Job details

Pay: Pay Transparency for Colorado Applicants The base salary range for this role is $100,000 to $115,000 USD.
Posting language: English
Posted: Nov 12, 2026

Original 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 Hybrid: This is a hybrid role based in Denver or on the West Coast with the expectation to be in office at least 3 days a week for collaboration and connection.

Why this Role Matters As Manager of Technical Support, you’ll lead Litera’s frontline support function - directly shaping the customer experience for the world’s top law firms while building and coaching a high-performing team. You’ll own daily case operations and SLA management across Litera’s product suite, drive continuous improvement in CSAT, first contact resolution, and case quality, and partner cross-functionally with Engineering, Product, and QA to resolve escalations and close feedback loops. This is a player-coach leadership role where your ability to blend strategic thinking with hands-on operational discipline will keep support running at a high standard while developing the people and processes behind it. If you’re energized by leading teams, protecting service quality, and making support a competitive advantage, this is your opportunity.

What You’ll Deliver

Lead daily case operations across Litera’s product suite - overseeing ticket triage, SLA management, backlog reviews, and proactive escalation to ensure high-stakes legal accounts receive timely, high-quality support.
Build, coach, and develop a high-performing support team through weekly 1:1s, quarterly reviews, career growth planning, and targeted coaching driven by performance metrics (AHT, FCR, CSAT).
Own customer experience and case quality standards - enforcing consistency in tone, clarity, and documentation, and performing root cause analysis when KPIs decline to deploy improvement initiatives.
Drive continuous process improvement by identifying recurring patterns, refining playbooks and documentation, introducing automation, and leading QA audits and service improvement planning.
Partner cross-functionally with Engineering, Product, and QA to manage escalations, close customer feedback loops, and ensure support-level issues are resolved efficiently.
Deliver operational reporting and dashboards (daily, weekly, monthly) that give senior leadership clear visibility into queue health, SLA adherence, CSAT, and risk.

Litera is committed to providing reasonable accommodations throughout the recruitment process. If you need an accommodation, please let us know and we’ll work with you to meet your needs.

What You’ll Bring

Must-Haves:

5+ years in technical or customer support with a minimum of 2 years in a leadership role, ideally within SaaS or legal technology.
Hands-on experience with support platforms and tools such as Zendesk, Salesforce Service Cloud, Jira, and analytics/reporting dashboards.
Proven ability to coach and develop support teams across experience levels - with a player-coach mindset and willingness to step in on complex cases.
Strong operational discipline with experience managing SLAs, entitlement rules, and high-volume case workflows.
Analytical mindset with the ability to identify patterns in metrics, own root cause analysis, and drive data-informed improvements.
Bachelor’s degree in Business, IT, Legal Studies, or equivalent experience.

Nice to Haves:

Knowledge of KCS methodology and familiarity with case deflection tools or Service Improvement Plans.
Experience with Litera products or legal document management systems.
Background designing support onboarding programs, playbooks, or quality assurance frameworks.
Experience managing escalations for high-value enterprise or legal accounts.

Great candidates don’t check every box. If this role excites you but your experience doesn’t perfectly match every qualification, we encourage you to apply. You may be just the right person for this or another role at Litera.

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.

Pay Transparency for Colorado Applicants The base salary range for this role is $100,000 to $115,000 USD. Final compensation will be determined based on experience, skills, education, and other relevant qualifications. This role is also eligible to participate in a company bonus plan. In addition to base salary, Litera offers a comprehensive benefits package, including medical, dental, and vision coverage, a 401(k) with company match, and incentive and recognition programs. Benefits are subject to eligibility requirements.

Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Apply on litera.wd12.myworkdayjobs.com About employer

More about this job

Skills

Technical support
Customer experience
Coaching
Process improvement
Documentation
Root cause analysis
Reporting
Customer service
Zendesk
Salesforce
Jira
Legal studies
Document management
Onboarding
Quality assurance

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Work requirements

Jobs in the United States