At a Glance
- Tasks: Lead a support team and enhance product support with AI tools.
- Company: Award-winning software vendor with a focus on innovation.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Other info: Join a growing company with a commitment to excellence and collaboration.
- Why this job: Shape the future of product support in a dynamic tech environment.
- Qualifications: Experience in software support and team leadership required.
The predicted salary is between 60000 - 80000 € per year.
Location: Remote with monthly visits to Warrington office (must live within 2 hour commute)
Why: Award winning & growing Software Vendor
A well respected and award winning Software Vendor are looking for a Software Support Lead to take ownership of how they deliver support across product portfolio. This is a hands-on leadership role that combines technical depth, operational judgement and people leadership, offering the opportunity to shape how support and internal systems evolve as the business continues to scale.
You'll sit at the intersection of customer support and development, playing a critical role. As they continue to adopt AI this role will also help explore and build AI-enabled tools that enhance the quality and responsiveness of product support.
Product Support Lead - Responsibilities
- Lead and mentor a support team member, setting standards for quality and responsiveness
- Work with our customer support and engineering teams to identify issues, ensure customer-facing teams have the right information, and ensure support tickets are triaged and prioritised appropriately
- Design, maintain and improve CI/CD pipelines alongside DevOps teams
- Perform basic administration of SQL Server and Azure SQL, with awareness of MongoDB and Postgres
- Explore and help build AI-powered agentic tools to improve support triage, response quality, and efficiency
Product Support Lead - Requirements
- Experience in a similar role i.e. software support, product support, DevOps
- Experience of leading or mentoring team members in a support or technical operations environment
- Proven ability to triage, prioritise, and manage support workflows across multiple products
- Azure DevOps, GitHub Actions, or similar
- Secure configuration of infrastructure, including secrets and credential management
- Basic SQL Server / Azure SQL administration
- Backup, recovery, and business continuity experience, including understanding of RPO/RTO
- Code literacy — ability to read and understand C#, VB, JavaScript, and other common application languages at a working level
Locations
Head (m/w/d) of Product Management in Cheshire, Warrington employer: Matched Group
As an award-winning software vendor, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and innovation. Our remote working model, complemented by monthly visits to our Warrington office, allows for flexibility while ensuring team collaboration and support. Join us to lead a talented team in shaping the future of product support, with unique opportunities to explore AI technologies and enhance customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Head (m/w/d) of Product Management in Cheshire, Warrington
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at companies you're interested in. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to product support and leadership. We recommend role-playing with a friend or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your skills through real-life examples during interviews. Talk about how you've led teams, managed workflows, or improved processes in previous roles. This will help you stand out as a candidate who can make an impact.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head (m/w/d) of Product Management in Cheshire, Warrington
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the role of Product Support Lead. Highlight your experience in software support and any leadership roles you've had. We want to see how your skills align with 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 passionate about this role and how you can contribute to our team. Don't forget to mention your experience with AI tools and customer support!
Showcase Your Technical Skills:Since this role involves technical depth, make sure to showcase your experience with SQL Server, Azure, and any coding languages you know. We love seeing candidates who can bridge the gap between support and development!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Matched Group
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around SQL Server, Azure SQL, and the basics of MongoDB and Postgres. Be ready to discuss how you've used these technologies in past roles, as well as any experience with CI/CD pipelines and DevOps practices.
✨Showcase Your Leadership Skills
Since this role involves leading and mentoring a support team, be prepared to share examples of how you've successfully managed teams in the past. Highlight your approach to setting standards for quality and responsiveness, and how you've fostered a positive team environment.
✨Demonstrate Problem-Solving Abilities
Expect questions that assess your ability to triage and prioritise support workflows. Prepare specific examples of challenges you've faced in previous roles and how you resolved them, particularly in a software support or product support context.
✨Embrace AI and Innovation
As the company is looking to adopt AI tools, show your enthusiasm for exploring new technologies. Discuss any relevant experience you have with AI-powered tools or how you envision using AI to enhance product support. This will demonstrate your forward-thinking mindset.
