Engineering Manager - Support Engineering

Join to apply for the Engineering Manager - Support Engineering role at FreeAgent. Our Support Engineering team is experiencing exciting growth, with a diverse customer base and Making Tax Digital on the horizon. Support Engineers work closely with our first-line customer support team, the wider engineering team, and third-party service providers to manage situations in a polite and helpful manner.

Department: Engineering

Employment Type: Permanent - Full Time

Location: Edinburgh

Compensation: £52,000 - £66,000 / year

The role: You’ll lead a group of highly collaborative support engineers and gain broad experience of the FreeAgent application, discovering what happens behind the scenes when things haven’t gone as planned. You’ll balance solving customer issues day-to-day with working on development projects to build software that helps internal teams complete their jobs efficiently.

Your typical week will involve:

• Coordinating work and facilitating team technical and customer support discussions to help make decisions.
• Working with your team and the wider business on prioritisation, unblocking bottlenecks, and roadmap planning for future development cycles.
• Helping your team maintain high quality in their code and solutions and assisting in resolving complex enquiries.
• Conducting 1-1s with all your direct reports, providing regular contact and feedback.
• Coaching, mentoring, and developing engineers to help them craft their career paths at FreeAgent.
• Hiring responsibilities, including conducting interviews and reviewing applications.
• Celebrating your team’s achievements!

You: Ideally, you’ll have:

• Experience developing web applications, ideally in a commercial environment (we predominantly use Ruby on Rails).
• Evidence of effectively managing and developing a team to achieve shared goals.
• The ability to thrive in a collaborative environment while embracing accountability.
• A learning mindset, always open to improving yourself and learning from others.
• Excellent English and grammar skills.

Our work life: We believe in a strong work-life balance, with a 35-hour full-time working week. Our Edinburgh HQ is designed for collaboration, including high-quality A/V equipment for distributed teams. At FreeAgent, we support each other and operate a no-blame culture. Our mindset is: work hard, be nice to people, and the rest will sort itself out!

Work pattern for this role: This is a permanent, full-time role (35 hours Monday to Friday, 9am to 5pm). This role will be based in our Edinburgh office, with an opportunity for hybrid working (2 days from the office and 3 days at home each week).

Perks: Annual starting salary of between £52,000 - £66,000 per annum depending on experience, with room to progress to £71,000 within the senior band. We offer 33 days holiday (and an extra day for each year you’re with us), flexible/hybrid working, private health care, life assurance, 5% matched pension contributions, summer 4-day weeks, buy-as-you-earn share schemes, sabbatical leave, cycle to work scheme, wellness webinars, focused learning time, and volunteering days.

About FreeAgent: FreeAgent aims to remove the stress of dealing with business finances. Since 2007, our aim has been to create a product that improves the lives of micro-businesses in the UK. Now, FreeAgent is one of the UK’s most popular online accounting software providers, with over 200,000 customers. We have received multiple awards for customer experience and friendliness.

FreeAgent is an equal opportunities employer, investing in our people and culture to ensure a happy, diverse, and high-performing team. We encourage applications from varied backgrounds and perspectives.