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- Tasks: Lead global technical support operations and design scalable systems for a fast-growing company.
- Company: Dynamic SaaS and hardware company experiencing rapid global growth.
- Benefits: Flexible hybrid work, competitive pay, and hands-on mentoring opportunities.
- Other info: Join a collaborative team with exciting growth potential and innovative projects.
- Why this job: Make a real impact by building support operations that enhance customer experience.
- Qualifications: Experience in scaling technical support across regions and strong operational skills.
The predicted salary is between 60000 - 80000 £ per year.
Contract: Global Technical Support Operations Lead (Interim)
Location: Ireland with hybrid on‑site time in Belfast
Duration: 3–6 months
Start: ASAP
My client is a fast‑scaling 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 hands‑on, 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 on‑call 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, hardware‑SaaS, devices, or platform businesses
- Strong operational skill set:
- Scheduling & workforce planning
- SLAs & escalation management
- Support metrics & reporting
Technical Support Lead employer: Diver5ify
Contact Detail:
Diver5ify Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Lead
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech support field and let them know you're on the lookout for opportunities. You never know who might have a lead or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common technical support scenarios. Think about how you'd handle specific challenges, especially those related to scaling operations. We want you to shine when it comes to demonstrating your hands-on experience!
✨Tip Number 3
Showcase your operational skills! Be ready to discuss your experience with scheduling, SLAs, and reporting metrics. We love candidates who can back up their claims with real examples of how they've improved systems in the past.
✨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’re always looking for passionate individuals to join our fast-growing team!
We think you need these skills to ace Technical Support Lead
Some tips for your application 🫡
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 technical support operations in the past, and don’t forget to show your enthusiasm for joining our team.
Showcase Your Operational Skills: Since we’re all about building scalable support operations, make sure to highlight your operational skills in your application. Talk about 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: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it’s super easy to do!
How to prepare for a job interview at Diver5ify
✨Know Your Stuff
Make sure you brush up on your technical support knowledge, especially around SaaS and hardware. Be ready to discuss your previous experiences in scaling operations and how you've tackled challenges in different time zones.
✨Showcase Your Leadership Skills
Since this role involves mentoring and leading a team, prepare examples of how you've successfully guided others in the past. Think about specific situations where your leadership made a difference in operational efficiency.
✨Be Ready to Discuss Metrics
Understand key performance indicators (KPIs) relevant to technical support. Be prepared to talk about how you've defined and tracked SLAs, and how you’ve used data to improve support processes.
✨Demonstrate Your Pragmatic Approach
This role requires a hands-on mindset. Share examples of how you've implemented systems or processes in the past. Highlight your ability to balance strategic thinking with practical execution to show you're the right fit for building scalable operations.