[Hiring] Software Support Team Lead @The Adaptavist Group

Role Description

Are you a people-first support leader who enjoys solving technical problems, developing high-performing teams, and improving how support works at scale? At The Adaptavist Group, we’re looking for a Software Support Team Lead to help shape and lead a team delivering exceptional support across our product suite. This is a role for someone who cares deeply about customer outcomes, enjoys coaching technical support professionals, and knows how to balance day-to-day delivery with continuous improvement.

• Lead, mentor, and develop a team of Software Support Engineers
• Run 1:1s, performance reviews, and support career development
• Help manage workloads, team coverage, and onboarding for new hires
• Act as an escalation point for high-risk tickets, incidents, and service issues
• Lead incident response and post-mortem activities
• Monitor support queues, team performance, and key support metrics
• Identify operational improvements across processes, tooling, and training
• Work closely with cross-functional teams to share customer insights and improve support outcomes
• Contribute to documentation, knowledge sharing, and team training

Qualifications

• Experience with support platforms such as JSM, Zendesk, or similar
• Hands-on experience with Atlassian products, including Jira, Confluence, and/or Bitbucket
• Familiarity with REST/Java APIs, ideally in the Atlassian ecosystem
• Experience writing code — Groovy or JavaScript/TypeScript preferred
• Experience working with cloud-hosted products such as AWS or Azure
• Strong written and verbal communication skills in English
• Experience leading or managing a support team

Requirements

• Degree in Computer Science or equivalent experience
• Knowledge of SDLC processes
• Previous incident management or project management experience
• Familiarity with ISO/security standards
• Understanding of AI best practices and safety

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