Software Support Team Lead

About the role

The Adaptavist Group is looking for a Software Support Team Lead to shape and lead a team delivering support across its product suite. The role suits a people-first support leader who enjoys solving technical problems, developing high-performing teams and improving how support works at scale. You will mentor and guide Software Support Engineers, work closely with the Head of Product Support and the Support Operations Manager, and balance day-to-day delivery with continuous improvement.

Key responsibilities

• Lead, mentor and develop a team of Software Support Engineers, running 1:1s, performance reviews and supporting career development
• Manage workloads, team coverage and onboarding of new hires
• Act as 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
• Share customer insights with cross-functional teams and contribute to documentation, knowledge sharing and team training

Required profile

• Experience leading or managing a support team
• Experience writing code; Groovy or JavaScript/TypeScript preferred
• Strong written and verbal communication skills in English
• Nice to have: degree in Computer Science or equivalent experience, knowledge of SDLC processes, previous incident or project management experience, familiarity with ISO/security standards, and understanding of AI best practices and safety

Required skills

• Support platforms such as JSM, Zendesk or similar
• Atlassian products, including Jira, Confluence and/or Bitbucket
• Familiarity with REST/Java APIs, ideally in the Atlassian ecosystem
• Cloud-hosted products such as AWS or Azure

What we offer

• Flexible working hours and a generous PTO allowance
• MacBook provided to all employees, with extra support for fully remote workers to set up home offices
• Time away policy: 26 weeks fully paid leave for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, egg freezing and women's health needs