Software Support Lead 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. Software 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 Software 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 Software Support Lead / Software Support Manager / DevOps / Product Support Lead / Product Support Manager
Locations
WarringtonCheshire
