Technical Support Team Lead

The Role

As the Team Lead, you provide both technical leadership and people management for the most senior members of the customer support organisation. You manage the Senior Support Analysts and 3rd Line Developers, ensuring technical excellence while developing their skills and career progression. You serve as the technical escalation point for the entire support team and work closely with the Customer Support Manager to drive strategy, process improvements, and team development.

This role requires deep technical expertise combined with people leadership skills. You balance hands-on technical work on the most complex issues with coaching, mentoring, and developing your direct reports.

• Manage and develop Senior Support Analysts (3-4 people) and 3rd Line Developers (2 people)
• Conduct regular 1-on-1s and provide ongoing coaching and feedback
• Set clear goals and performance expectations aligned with team objectives
• Manage performance issues and development plans as needed
• Support career development and progression planning for direct reports
• Participate in recruitment and hiring for senior technical roles
• Foster a positive, collaborative team culture focused on technical excellence

• Serve as the final technical escalation point for the entire support organisation
• Lead resolution of the most complex technical issues across all systems
• Provide technical guidance to Senior Support Analysts and 3rd Line Developers
• Make technical decisions on complex customer issues or system problems
• Lead critical incident response and post-incident reviews
• Ensure technical quality and consistency across the team's work
• Stay current on platform changes, new features, and technical developments

• Work closely with Customer Support Manager on team strategy and direction
• Contribute to process improvements and operational excellence initiatives
• Identify systemic issues and work with Product/Engineering on solutions
• Provide technical input on roadmap prioritisation and customer impact
• Represent Support in technical meetings with Product and Engineering
• Analyse metrics and trends to identify improvement opportunities

• Build strong relationships with Product, Engineering, and other technical teams
• Advocate for customer needs in technical discussions and prioritisation
• Collaborate on knowledge transfer and documentation with other departments
• Participate in cross-functional projects and initiatives

• Advanced technical expertise across multiple domains and systems
• 7+ years experience in technical support, development, or engineering roles
• 2+ years people management or team leadership experience
• Proven ability to manage and develop senior technical staff
• Strong problem-solving and technical decision-making skills
• Excellent communication skills for all audiences
• Experience leading incident response and critical issue resolution
• Strategic thinking and ability to balance tactical and strategic priorities
• Collaborative approach to working across departments
• Track record of driving process improvements and operational excellence

• Strong expertise in HTML, CSS and Java Script
• Proven ability to deliver accessible web pages that meet WCAG 2.2 Level AA
• Confident working across multiple browsers and devices with consistent results
• Good knowledge of SQL and relational databases, ideally SQL Server
• Competence in server-side development using C# or a similar object-oriented language
• Understanding of secure development practices aligned with OWASP guidelines
• Experience with GIT-based workflows and version control
• Familiarity with jQuery, SASS and other common front-end tools and frameworks

• Previous Team Lead or management experience in technical support
• Development or engineering background
• Experience with Kinetic systems or similar SaaS platforms
• Project management experience or certification
• Experience managing remote or distributed teams
• Technical training or coaching experience
• Knowledge of Delphy platform
• SQL expertise

• Full administrative access to all support tools and systems
• Production access as…