Head of Technical Support

📋 Description

• Lead and develop the team. Set clear expectations, provide regular coaching and feedback, support
• Own support quality. Establish standards for technical investigation, written communication, case
• Build a dependable support operation. Improve triage, prioritisation, queue management, handovers
• Strengthen technical capability. Help engineers investigate API behaviour, interpret logs and
• Lead significant customer escalations. Coordinate the support response, establish customer impact
• Make collaboration effective. Give Engineering actionable escalation reports with evidence

🎯 Requirements

• Experience managing and developing a technical support or support engineering team serving business
• A track record of improving both customer outcomes and how a support function operates.
• Strong technical understanding of APIs, HTTP, authentication, webhooks and integrations, with
• Comfort working with logs, SQL and scripts to investigate problems or improve support workflows.
• Experience handling consequential customer escalations, including situations where the cause or
• Ability to explain technical issues to developers, business stakeholders and senior leaders.

🎁 Benefits

• Duffel Travel Allowance: We subsidise your wanderlust.
• Work From Anywhere (60 days): Your office, your rules.
• Sabbaticals: Long-term loyalty, long-term breaks.
• Flexible Bank Holidays: Swap holidays to suit your schedule.
• Study Days: Get paid to learn.
• Volunteering Day: One day a year to save the world.