TECHNICAL SUPPORT MANAGER

The Technical Support Manager plays a critical role in ensuring the highest level of technical support for our customers. You will be responsible for resolving complex technical issues, providing guidance to customers and collaborating with development and product teams to enhance our products and services.

Key Responsibilities:

• Investigate and resolve highly complex technical issues incoming from customers.
• Utilise your in-depth technical knowledge and problem-solving skills to diagnose and resolve problems efficiently.
• Where development support is required ensure all troubleshooting information is recorded and relayed accurately.
• Provide exceptional customer service by responding to inquiries, resolving issues, and managing customer expectations.
• Ensure that customers receive timely updates on the status of their escalated cases.
• Create and maintain detailed documentation of troubleshooting steps, solutions, and best practices.
• Share knowledge within the team and contribute to the knowledge base for future reference.
• Collaborate with implementation teams to manage and prioritise escalations for inflight projects.
• Work with all teams to ensure escalations are resolved within defined SLAs.
• Stay up-to-date with the latest product developments and features.
• Act as a subject matter expert for specific products or areas of expertise.
• Work closely with other departments, including Engineering and Product Development, to provide input on product improvements and bug resolutions.
• Act as a liaison between customers and the development team on critical issues.
• Provide guidance and mentorship to junior and temporary support engineers.
• Assist in training new team members and helping them develop their technical skills.
• Use analytical skills to investigate logs to help and aid in your troubleshooting (Microsoft Event Viewer/Chrome/Edge Developer Mode).
• Generate reports on escalated cases, issue trends, and resolutions.
• Provide regular status updates to management and contribute to data-driven decisions.
• Maintain and update the ITSM portal, testing and implementing new ITSM features.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Relevant certifications (e.g., CompTIA A+, MCSE, AWS) are a plus.
• Proven experience as a 2nd or 3rd line technical support engineer, demonstrating a deep understanding of troubleshooting methodologies.
• Strong expertise in supporting cloud-based (mainly AWS) products with an understanding of Single Sign-On being a distinct advantage.
• Powerful communication skills, both written and verbal.
• Ability to explain complex technical concepts to non-technical customers.
• Strong problem-solving and troubleshooting skills and the ability to work well under pressure.
• A customer-focused mindset and a commitment to delivering exceptional customer service.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Flexibility to work on a rotating shift schedule if required.

What We Offer:

• A hybrid flexible working model – our team are in the office 3 days per week with 2 days working remote.
• Supportive team culture that values personal development.
• Opportunity to learn and grow in a dynamic, fast-paced environment.
• Share options.
• Enhanced Pension plan.
• Health Cash Plan.
• Enhanced Parental Leave.
• 25 days holiday, rising with length of service.
• EV Scheme.
• Cycle to Work Scheme.
• Free breakfast every day when in the office.
• Free office fitness and mindfulness classes.
• 24/7 mental health support and company-paid counselling.
• Monthly company events and parties.