Technical Support Manager
Location: Hybrid – NottinghamSalary: up to £45,000
One of my clients is currently seeking a Technical Support Manager to join them as they go through a transformation programme and take ownership of the technical support function. This is a hybrid opportunity focused on technical support management, SQL, APIs and service improvement, combining hands-on technical troubleshooting with team leadership and process transformation. Working closely with senior technical leadership, Product, Engineering and Customer Success, you’ll lead a small technical support team, improve service delivery and help develop a more efficient, customer-focused support function. You’ll also have the opportunity to introduce automation, explore AI-assisted support and improve the processes and tools that underpin the customer experience.
Key Responsibilities & Skills
- Lead the day-to-day technical support function, managing workloads, rotas, escalations and team performance while coaching and developing a resilient, high-performing team.
- Provide hands-on technical support, using SQL and APIs to investigate issues, troubleshoot complex problems and resolve customer queries.
- Own support SLAs and KPIs, using data and performance metrics to improve resolution times, service quality and customer satisfaction.
- Review and improve support processes, workflows, tooling and knowledge base resources, driving operational efficiency and continuous improvement.
- Collaborate with Product, Engineering and Customer Success to resolve recurring issues, improve the customer experience and support product development.
- Strong experience managing technical support within a SaaS product, with a proven track record of implementing change and transforming support operations.
- Experience with helpdesk platforms such as Freshdesk, Jira or similar tools, alongside excellent communication and stakeholder management skills.
- An interest in automation, AI-assisted support and information security, with experience in these areas or familiarity with relevant frameworks being advantageous.
This is an excellent opportunity to join a SaaS organisation and help build its technical support function. The role lets you combine hands-on technical work with team leadership, improve support operations, and introduce new technologies to boost efficiency and the customer experience.
#J-18808-Ljbffr…