Technical Support Lead

Description

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

The company has over 9,300 employees and puts people at the centre of its work. You would join a team that focuses on customer outcomes.

Responsibilities

• Diagnose complex faults across the whole stack, from the browser and application server to the database, API and integrations, and find the root cause, not just the visible symptom.
• Work directly with customers to understand their problems and how those problems affect them, and keep them updated as the work moves forward.
• Prioritise urgent cases, such as those with statutory deadlines or safeguarding risks, and involve the right specialist team early when the evidence points to them.
• Look into recurring problems, follow faults across connected products, and pass your findings to Product and Engineering so the same fault does not come back.
• Beyond the core duties, your skills and experience might also include:
• Working knowledge of SQL, and confidence reading application and server logs to build a clear record of evidence.
• Experience troubleshooting APIs, integrations and authentication methods, and understanding how they link different products.
• Understanding of how cloud-based SaaS platforms are built and supported, including compliance rules such as GDPR when handling customer records.
• Good judgement in using AI tools to speed up investigations, and the habit of checking their output for accuracy before you act on it.

Requirements

• You are a customer-focused problem solver who keeps digging past the first symptom.
• You enjoy finding out why something has broken and following it through the full stack until you reach the real cause.
• You know when a specialist team needs to be brought in.
• You are comfortable with browsers, application servers, databases and integrations, and understand how a fault in one layer shows up in the application a customer uses.
• You take ownership of problems, work with customers to understand the problem and its impact, and stay calm when a case has a statutory deadline or a safeguarding risk.
• You use AI tools to speed up investigation and always check their output against the evidence.
• You are ready to grow beyond your current level and want a clear path into senior technical roles.

Conditions

The role follows a blended model, with time split between working from one of the company's offices and working elsewhere.

The company is an equal opportunity employer and values diversity.

Benefits

• A competitive salary.
• 25 days of leave a year, including wellbeing days.
• A health contribution.
• A choice of benefits to suit your needs.
• 2 charity days a year to support a cause you care about.
• Support for your development, with help to build your success plan and open up faster career progression.