Lead Support Engineer

📋 Description

• Manage, support, and develop a team of Junior Support Engineers and Support Engineers.
• Provide day-to-day direction, coaching, mentoring, and technical guidance.
• Actively participate in the support queue and serve as a point of contact for customer requests
• Perform initial triage of incoming tickets, including assessing business impact, severity, and
• Investigate and resolve technical issues across frontend, API, backend, workflow, and data-related
• Act as a management and technical escalation point for P0 and P1 incidents.

🎯 Requirements

• Previous experience managing, supervising, or acting as a technical lead for a Support Engineering
• Strong hands-on experience investigating and resolving issues within a production software or SaaS
• Practical professional experience with Java, including the ability to read, understand, debug, and
• Experience managing ticket queues, conducting technical triage, prioritising work, and delegating
• Experience handling high-priority customer issues or major incidents.
• Working knowledge of: Java and object-oriented programming principles; SQL and relational

🎁 Benefits

• 28 days’ holiday plus UK bank holidays.
• Private medical, dental, and vision insurance through AXA Health and Bupa, fully paid for you and
• 18 weeks’ paid parental leave for primary caregivers, plus a ramp-back programme.
• Income protection of 75% of salary and death-in-service cover of four times salary, fully paid.
• Pension through Nest with a 3% employer contribution.
• Gym reimbursement for you and your partner.