Software Support Team Lead

About the role

What you'll be doing

• Lead, mentor, and develop Software Support Engineers; run one-to-ones and performance reviews and support career development.
• Manage workloads, team coverage, and new-hire onboarding.
• Escalate high-risk tickets, incidents, and service issues; lead incident response and post-mortems.
• Monitor support queues, team performance, and key metrics; identify improvements to processes, tooling, and training.
• Share customer insights with cross-functional teams and contribute to documentation, knowledge sharing, and training.

What we're looking for

• Experience with support platforms such as JSM, Zendesk, or similar, and 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, with 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.

Nice to haves

• A Computer Science degree 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.

Working style

• The company describes its working approach as remote-first, with flexible working hours and support for remote workers setting up home offices.

Benefits

• The company describes generous paid time off and flexible hours.
• The Time Away Policy includes paid leave for birthing and non-birthing parents, adoption, IVF, surrogacy, elective egg freezing, and women's health needs.