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- Tasks: Lead global technical support operations and design scalable systems for growth.
- Company: Fast-growing SaaS and hardware company with a dynamic work culture.
- Benefits: Competitive pay, hybrid work model, and hands-on mentoring opportunities.
- Other info: Opportunity for career growth in a fast-paced environment.
- Why this job: Join a rapidly expanding team and make a real impact in tech support.
- Qualifications: Experience in scaling technical support across regions and strong operational skills.
The predicted salary is between 60000 - 80000 ÂŁ per year.
Contract: Global Technical Support Operations Lead (Interim)
Location: Ireland with hybrid onâsite time in Belfast
Duration: 3â6 months
Start: ASAP
My client is a fastâscaling SaaS + hardware company in a phase of rapid global growth. We are strengthening our technical support function to support increased demand across regions and time zones.
We're looking for a handsâon, interim Technical Support Operations leader to partner closely with our Head of Tech Support and help build the operating foundations for scale.
What You'll Be Doing
- Partner directly with the Head of Tech Support to stand up scalable global support operations
- Design and implement:
- Shift patterns, rostering and onâcall rotations
- SLA definition and tracking
- Coverage models (moving from 16x5 toward 24x7)
What We're Looking For
- Previous experience running or scaling technical support operations across multiple regions or time zones
- Background in SaaS, hardwareâSaaS, devices, or platform businesses
- Strong operational skill set:
- Scheduling & workforce planning
- SLAs & escalation management
- Support metrics & reporting
Technical Support Lead in Lisburn employer: Diver5ify
Contact Detail:
Diver5ify Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Technical Support Lead in Lisburn
â¨Tip Number 1
Network like a pro! Reach out to folks in the tech support industry on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
â¨Tip Number 2
Prepare for those interviews by brushing up on your operational skills. Be ready to discuss how you've tackled scheduling, SLAs, and reporting in past roles. Show them you're not just a thinker but a doer!
â¨Tip Number 3
Donât forget to showcase your hands-on experience! When chatting with potential employers, highlight specific examples of how you've built or improved support operations. They want to see that builder mindset in action.
â¨Tip Number 4
Apply through our website! Itâs the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search. Letâs get you that Technical Support Lead role!
We think you need these skills to ace Technical Support Lead in Lisburn
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the job description. Highlight your previous experience in technical support operations and any relevant SaaS or hardware background. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Technical Support Lead role. Share specific examples of how you've successfully scaled support operations in the past, and donât forget to show your enthusiasm for joining us at StudySmarter.
Show Off Your Operational Skills: Since we're looking for someone with strong operational skills, make sure to mention your experience with scheduling, SLAs, and reporting metrics. We love a pragmatic builder mindset, so share how you've improved systems in your previous roles!
Apply Through Our Website: We encourage you to apply directly through our website. Itâs the best way for us to receive your application and ensures youâre considered for the role. Plus, it shows us youâre keen on being part of the StudySmarter family!
How to prepare for a job interview at Diver5ify
â¨Know Your Stuff
Make sure you brush up on your technical support knowledge, especially in SaaS and hardware. Be ready to discuss your previous experiences in scaling operations and how you've tackled challenges in different time zones.
â¨Showcase Your Leadership Skills
Prepare examples of how you've mentored teams or led projects in the past. Highlight your hands-on approach and how youâve successfully implemented operational changes, as this role requires a strong operational skill set.
â¨Understand the Companyâs Needs
Research the companyâs current support operations and think about how you can contribute to their growth. Be prepared to discuss specific strategies for implementing shift patterns and SLAs that align with their goals.
â¨Be Ready for Practical Scenarios
Expect to face situational questions that test your problem-solving skills. Think about how you would integrate AI tools into workflows or build reporting dashboards, and be ready to share your thought process.