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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 working model, and hands-on mentoring opportunities.
- Other info: Opportunity for career growth in a fast-paced environment.
- Why this job: Join a rapidly scaling team and make a real impact on global support operations.
- Qualifications: Experience in technical support operations and strong operational skills required.
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 Newtownabbey employer: Diver5ify
Contact Detail:
Diver5ify Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Technical Support Lead in Newtownabbey
â¨Tip Number 1
Network like a pro! Reach out to folks in the 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 interviews by practising common questions and scenarios related to technical support operations. We recommend role-playing with a friend to get comfortable with your responses and showcase your hands-on experience.
â¨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, highlight specific projects where youâve designed workflows or improved systems. This will demonstrate your pragmatic, builder mindset.
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Technical Support Lead in Newtownabbey
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV speaks directly to the role of Technical Support Lead. Highlight your experience in scaling support operations and any relevant SaaS or hardware background. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this interim role. Share specific examples of how you've successfully managed support teams and improved operations in the past.
Showcase Your Operational Skills: Since we're all about strong operational skills, make sure to highlight your experience with scheduling, SLAs, and reporting metrics. We love a candidate who can balance strategic thinking with hands-on execution!
Apply Through Our Website: Don't forget to apply through our website! Itâs the best way for us to receive your application and ensures youâre considered for the role. We can't wait to see what you bring to the table!
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
Since this role involves mentoring and leading a team, prepare examples of how you've successfully managed teams in the past. Highlight your hands-on approach and how youâve built operational foundations in previous roles.
â¨Be Ready to Discuss Metrics
Understand key performance indicators (KPIs) related to technical support. Be prepared to talk about how you've defined and tracked SLAs, and how youâve used reporting dashboards to improve support operations.
â¨Emphasise Your Pragmatic Mindset
This role requires a builder mindset, so come equipped with examples of how you've improved systems through practical application. Share specific instances where your hands-on execution made a difference in your previous roles.