[Hiring] Software Support Team Lead @The Adaptavist Group

Role Description

We’re looking for a Software Support Team Lead to guide, mentor and support our team of Software Support Engineers in delivering best-in-class support to our customers. In this role, you’ll be responsible for:

• Building a high-performing team
• Ensuring smooth day-to-day support operations
• Helping engineers do their best work
• Working closely with the Head of Product Support and Support Operations Manager
• Driving operational improvements
• Monitoring performance against SLAs and KPIs
• Providing valuable insights into team successes and challenges
• Acting as a key escalation point for support engineers
• Leading responses to incidents and service outages
• Collaborating cross-functionally to reduce commercial risk and improve customer support experience

This is a great opportunity for someone who combines people leadership, technical understanding, and a data-driven mindset to improve processes, develop talent, and shape an excellent support function. A good understanding of coding is essential for this position.

Qualifications

• Experience managing customer support software such as JSM, Zendesk or similar
• Hands-on experience using, supporting or administering Atlassian products, including Jira, Confluence and/or Bitbucket
• Familiarity with REST APIs and Java APIs, ideally including Atlassian APIs
• Experience writing code, preferably in Java/Groovy or JavaScript/TypeScript
• Experience working with products hosted on cloud platforms such as AWS or Azure
• Excellent written, verbal and visual communication skills in English

Requirements

• Bachelor’s degree in Computer Science or equivalent practical experience (nice to have)
• Knowledge of Software Development Life Cycle (SDLC) processes (nice to have)
• Previous incident management and/or project management experience (nice to have)
• Familiarity with ISO/security standards (nice to have)
• Awareness of AI best practices and safety (nice to have)

Benefits

• Generous holiday (PTO) allowance
• Flexible working hours
• MacBooks provided to all employees
• Support for fully remote workers to set up home offices
• Exceptional Time Away Policy including:
• 26 weeks of fully paid leave for birthing parents
• 13 weeks for non-birthing parents
• Extended leave for adoption, IVF, surrogacy, and women's health needs
• Remote-first way of working

Company Description

The Adaptavist Group is a global family of companies with a common goal. We combine the best of teamwork, technology, and processes, helping all kinds of businesses be better today and tomorrow. We are experts at delivering enterprise software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, GitLab, monday.com and Aha!