Ofertas › Investigo
Investigo · Nottingham, United Kingdom · £40,000 - 45,000 per year
Salary: £40,000 - 45,000 per year Requirements: Strong experience managing technical support within a SaaS product, with a proven track record of implementing change and transforming support operations. Experience with helpdesk platforms such as Freshdesk, Jira, or similar tools. Excellent communication and stakeholder management skills. An interest in automation, AI-assisted support, and information security; experience in these areas or familiarity with relevant frameworks is advantageous. Responsibilities: Lead our day-to-day technical support function, managing workloads, rotas, escalations, and team performance while coaching and developing a resilient, high-performing team. Provide hands-on technical support, using SQL and APIs to investigate issues, troubleshoot complex problems, and resolve customer queries. Own support SLAs and KPIs, using data and performance metrics to improve resolution times, service quality, and customer satisfaction. Review and improve support processes, workflows, tooling, and knowledge base resources to drive operational efficiency and continuous improvement. Collaborate with Product, Engineering, and Customer Success to resolve recurring issues, improve the customer experience, and support product development. Explore automation and AI-assisted support, and improve the processes and tools that underpin the customer experience. Technologies: AI Support JIRA SQL Security More: We are a SaaS organization undergoing a transformation programme and are looking for a Technical Support Manager to take ownership of our technical support function. This hybrid role is based in Nottingham, with a salary of up to £45,000. You will work closely with senior technical leadership and our Product, Engineering, and Customer Success teams, combining hands-on technical work with team leadership and service improvement. This is an opportunity to help build our support function, improve operations, and introduce technologies that boost efficiency and the customer experience. last updated 43 week of 2026