In brief
This Technical Support Manager role oversees the daily operations of a support function within a SaaS environment. The work involves hands-on technical troubleshooting, team leadership, and the implementation of process improvements to enhance service delivery and customer satisfaction.
Non-negotiable
Strong experience managing technical support within a SaaS product required.
Worth knowing
This is a hybrid role based in Nottingham.
What you need
Required
Team leadership
Strongly implied by the listing
SaaS support management
Strongly implied by the listing
Change management
Strongly implied by the listing
Communication
Strongly implied by the listing
Stakeholder management
Strongly implied by the listing
Service improvement
Strongly implied by the listing
SQL
Clearly stated in the job description.
API
Clearly stated in the job description.
Freshdesk
Clearly stated in the job description.
Jira
Clearly stated in the job description.
Preferred
Automation
Strongly implied by the listing
AI-assisted support
Strongly implied by the listing
Information security
Strongly implied by the listing
Your day-to-day
Manage technical support operations
Clearly stated in the job description.
Provide hands-on technical troubleshooting
Clearly stated in the job description.
Monitor support performance metrics
Clearly stated in the job description.
Improve support processes and tools
Clearly stated in the job description.
Collaborate with internal departments
Clearly stated in the job description.
Experience expected
Level
Senior level
Based on what the listing states
Years of experience
Not stated
No clear years requirement found
Evidence from the listing
Experience level
“…nical 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 functions.”
What's on offer
Full job description (from employer)⌄
Location: Hybrid - Nottingham Salary: 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 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 functions. 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. If you're interested in learning more, please apply directly or email me on (url removed)
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