At a Glance
- Tasks: Lead a dynamic team solving complex technical issues in a fast-paced environment.
- Company: Join InPost, a rapidly growing UK hub in the global delivery business.
- Benefits: Enjoy 26 days of annual leave, health care, and flexible working options.
- Other info: Collaborative culture with opportunities for personal and professional growth.
- Why this job: Make a real impact in reshaping eCommerce logistics with cutting-edge technology.
- Qualifications: Experience in technical support, strong SQL skills, and a passion for engineering.
The predicted salary is between 40000 - 50000 £ per year.
Want to be part of a UK hub, in a global business that is scaling rapidly, evolving fast and radically changing the decades-old delivery universe? If so, read on, as we’re looking for a Technical Support Supervisor to join our Network Health team! Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our transformative Send service, we’re bringing freedom to anyone with a parcel.
At InPost UK, we’re building an unparalleled group of talent that’s committed to help us power our mission to reshape the way parcels move, and redefine eCommerce logistics. Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply chain. We’re a passionate bunch with high ambition – we collaborate, innovate, support each other, and leave egos at the door.
About the role: InPost is one of Europe's fastest-growing parcel delivery networks, and our Automated Parcel Machines or APMs are at the heart of what we do. As Technical Support Supervisor, you'll be the engine room of our Technical Support team, a senior technical voice who keeps the team moving, standards high, and the APM network running smoothly. Reporting directly to the Technical Support Manager, you'll sit between hands-on engineering and team leadership. You'll be the first point of escalation for your team, a mentor to the engineers around you, and the person who steps up to own the function when the manager is away. This is a role for someone who still loves solving complex technical problems but is ready to start building something bigger, a team, a process, and a career in leadership.
What you’ll be doing:
- Act as the first point of escalation for the Technical Support Engineer team, ensuring complex issues are resolved efficiently and in line with SLA targets.
- Deputise for the Technical Support Manager when required, including managing team operations, reporting, and stakeholder communications.
- Provide day-to-day guidance, support, and mentorship to a team of Technical Support Engineers, helping them develop their skills and confidence.
- Monitor and analyse APM logs using Grafana, Zabbix, Kibana, and Elasticsearch to identify trends, recurring faults, and emerging risks.
- Write, edit, and maintain SQL scripts to extract data, support root cause analysis, and build automated reporting solutions.
- Contribute to weekly and ad-hoc reporting on APM performance, callout trends, and incident root causes.
- Lead and contribute to the creation and maintenance of technical documentation, ensuring it remains accurate and accessible.
- Support the onboarding and training of new team members and external stakeholders on APM operations and tooling.
- Collaborate with R&D teams in the UK and Poland to feedback on recurring issues and contribute to the development of smarter, longer-term solutions.
- Stay ahead of upcoming software, hardware, and firmware changes, ensuring the team is prepared and changes are implemented smoothly.
What we need from you: We’re looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly.
We’d be particularly excited to hear from you if:
- Several years of experience in a technical support or IT engineering environment, with some exposure to leading or mentoring others.
- Strong working knowledge of SQL and experience with monitoring and observability tools such as Kibana, Elasticsearch, Grafana, or Zabbix.
- Solid understanding of Linux, cloud administration, and JavaScript or similar scripting would be beneficial.
- A genuine passion for electrical and mechanical engineering and how systems interconnect.
- Excellent communication skills and able to translate complex technical issues for non-technical audiences and build strong relationships across cultures and locations.
- A solutions-focused mindset with the ability to stay calm, prioritise effectively, and drive resolution under pressure.
- Strong documentation skills and attention to detail.
- Proficiency in Microsoft Excel, Word, and PowerPoint for reporting and presentations.
Technical skills:
- Elasticsearch & Kibana
- SQL
- Linux
- JavaScript
- cloud administration
- ITIL awareness (Incident and Problem Management)
Benefits:
- Enhanced Annual Leave – 26 Days Plus the Option to Buy Additional Days per year
- Vitality Health Care
- Work from Anywhere – 4 Weeks per year
- Enhanced Parental Leave
- Rail Loan – purchase an annual season ticket, expense it through our InPost expenses procedure, and enjoy an interest free repayment over the year.
- Volunteering Days – paid day to make a difference in your community
- Hybrid Working (Role suitability dependent) – we innovate, collaborate and optimise by coming together 3 days per week in the office
We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if we’d like to take you to the first stage. This normally involves a 20 minute chat with our Talent Team. If we both feel the connection, you’ll then go through another one or two stages, depending on the level of the role. At InPost, we love uniqueness. Our strength is our people. We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.
Technical Support Supervisor in England employer: InPost Ltd.
At InPost UK, we are not just reshaping the delivery landscape; we are cultivating a vibrant work culture that thrives on collaboration, innovation, and personal growth. As a Technical Support Supervisor, you will enjoy enhanced annual leave, health care benefits, and the flexibility of hybrid working, all while being part of a passionate team dedicated to redefining eCommerce logistics. Join us in our mission to empower individuals with freedom in parcel delivery, and take advantage of unique opportunities for mentorship and career advancement in a fast-paced, supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Supervisor in England
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at InPost Ltd.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like InPost Ltd. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Supervisor in England
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to InPost Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at InPost Ltd. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at InPost Ltd.!
How to prepare for a job interview at InPost Ltd.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
