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- Tasks: Lead a high-performing customer support function and ensure seamless client experiences.
- Company: Fast-growing software company delivering mission-critical solutions globally.
- Benefits: Salary £50-55k, remote work, discretionary bonus, and funded training.
- Why this job: Shape customer support delivery and make a real impact in a dynamic environment.
- Qualifications: Experience in senior support roles, SaaS knowledge, and strong communication skills.
- Other info: Remote-first culture with excellent work-life balance and career development opportunities.
The predicted salary is between 50000 - 55000 £ per year.
Application Support Lead required to join a fast-growing, specialist software company delivering mission-critical solutions to a global client base within a highly regulated industry (remote - must be UK based). Their platform is trusted by major international brands, and as they continue to scale, they are looking for someone to take their support function to the next level.
This is a high-impact leadership role where you will have real ownership, influence, and the opportunity to shape how customer support is delivered across the business.
What you will be doing:
- You will take the lead in shaping and driving a high-performing customer support function, ensuring a seamless and high-quality experience for clients.
- Day-to-day, you will oversee application support, making sure issues are resolved efficiently while maintaining a strong customer-first mindset across the team.
- You will play a key role in managing software releases and upgrades, ensuring deployments are smooth, well-communicated, and minimally disruptive.
- Alongside this, you will embed and evolve IT Service Management best practices, bringing structure and consistency to incident, problem, and change processes.
- Acting as the main point of contact for third-party infrastructure providers, you will ensure hosted environments are secure and reliable, while also keeping a close eye on performance metrics such as SLAs and customer satisfaction to continuously improve service delivery.
- Collaboration will be central to your role, working closely with Product, Engineering, and Commercial teams, while also taking ownership of support-related costs, forecasting, and overall operational efficiency.
What they are looking for:
- Experience in a senior support or service delivery leadership role
- Background in software, SaaS, or hosted/cloud environments
- Strong knowledge of ITSM frameworks (ITIL preferred)
- Experience managing releases and communicating technical changes
- Proven ability to manage third-party suppliers or service providers
- Excellent stakeholder management and communication skills
- Experience with Jira and Salesforce
The package:
The role comes with a salary of £50-55k alongside benefits which include a discretionary bonus. They offer a remote-first working environment that supports work-life balance (must be UK based). On top of this, you will have access to funded training and development programmes, and a home office allowance to set yourself up for success.
If this sounds of interest, please apply or reach out to Matt MacAlpine.
Cathcart Technology is acting as an Employment Agency in relation to this vacancy.
Application Support Lead in Edinburgh employer: Cathcart Technology
Contact Detail:
Cathcart Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Application Support Lead in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at companies you're interested in. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services, and think about how your experience aligns with their needs. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Showcase your leadership skills during interviews. Talk about specific examples where you've driven change or improved processes in previous roles. This is key for a high-impact role like Application Support Lead!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Application Support Lead in Edinburgh
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in support or service delivery roles. We want to see how your background aligns with the specific needs of the Application Support Lead position.
Showcase Your Leadership Skills: Since this is a high-impact leadership role, don’t forget to emphasise your previous leadership experiences. Share examples of how you've shaped customer support functions and driven team performance in your past roles.
Highlight Technical Proficiency: Mention your familiarity with ITSM frameworks, especially ITIL, and any experience you have with tools like Jira and Salesforce. We’re keen to see how you’ve managed software releases and communicated technical changes effectively.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Cathcart Technology
✨Know Your Stuff
Make sure you brush up on your knowledge of IT Service Management frameworks, especially ITIL. Be ready to discuss how you've applied these principles in previous roles, particularly in managing support functions and software releases.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading high-performing teams. Think about specific situations where you improved customer support processes or resolved complex issues, and be ready to share these stories during the interview.
✨Understand the Company’s Needs
Research the company and its mission-critical solutions. Familiarise yourself with their client base and the challenges they face in a regulated industry. This will help you tailor your responses to show how you can add value to their support function.
✨Communicate Clearly
Since you'll be collaborating with various teams, practice articulating your thoughts clearly and concisely. Be prepared to discuss how you would manage stakeholder communications and ensure smooth deployments, as this is crucial for the role.