Senior Technical Support Lead

Description

The company is one of the largest UK-headquartered providers of business management software. Its cloud products and integrated AI tools serve more than 160,000 small and mid-sized organisations across Europe, the USA and APAC.

The company has over 9,300 staff and treats people as central to how it works, with a stated focus on an inclusive, high-performing culture.

Responsibilities

• Take ownership of the most complicated investigations from start to finish, covering the diagnosis, the customer's recovery plan and the resolution timeline.
• Serve as the senior escalation point for urgent cases, including those with statutory deadlines or safeguarding risks. Decide the priority and when specialist teams need to step in.
• Coach Technical Support Leads on how to troubleshoot, gather evidence and communicate with customers, and help lift the quality of the whole team's work.
• Work with Product and Engineering on recurring faults to drive permanent fixes. Follow each one until a change is verified and the fault stays resolved.

Requirements

• You are a senior problem-solver who takes the hardest customer issues from first symptom to confirmed root cause. You trace faults through the full stack until the cause is proven.
• You know when to bring in a specialist team and can hand over a case cleanly.
• You think in systems, understanding how a browser, application server, database and integrations interact, and how a configuration or data change can affect a customer's workflow.
• You set a high standard for evidence and for how AI tools are used in investigations.
• You are trusted by customers during a crisis and by colleagues when a case needs direction. You want to lead, coach and help shape how Support and Product work together, and you are ready to grow towards principal-level technical leadership.
• Might also include: deep full-stack diagnosis, with strong SQL and log analysis skills, and the ability to build an evidence trail that holds up under scrutiny from customers and Engineering.
• Might also include: a solid understanding of API, integration and authentication design, including how failures spread across connected products.
• Might also include: proven experience supporting cloud-based SaaS platforms at scale, with working knowledge of GDPR and other regulatory duties when handling customer records.
• Might also include: clear standards for AI-assisted investigation, with the judgement to see where these tools help, where they mislead, and how to verify their output before acting on it.

Conditions

The role follows a blended approach, combining office working in one of the company's offices with remote work.

You will have 25 days of leave a year, including wellbeing days.

We believe in equality for all and welcome applicants regardless of background.

Benefits

• A competitive salary and a health contribution.
• A choice of benefits to suit your needs.
• Two paid charity days to support a cause you care about.
• Support from the company in building a success plan and advancing your career.