Software Support Team Lead

The Adaptavist Group; Toronto; Remote; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Generous PTO

Flexible working hours

MacBooks for all employees

Remote work setup support

Job summary

The Adaptavist Group is a remote-first company delivering enterprise software and support across global customers. We are seeking a Software Support Team Lead to mentor a high-performing team of Engineers, shaping support delivery and continuous improvement.

You will balance day-to-day delivery with process improvements, collaborating with Product Support and Support Operations. English communication is essential.

Qualifications

• Experience leading or managing a software support team.
• Strong written and verbal communication skills in English.
• Hands-on experience with Atlassian products (Jira, Confluence, Bitbucket).
• Experience with support platforms such as JSM or Zendesk.

Responsibilities

• Lead, mentor, and develop a team of Software Support Engineers.
• Run 1:1s and performance reviews; drive career development.
• Manage workloads, team coverage, and onboarding for new hires.
• Act as escalation point for high-risk tickets and incidents; lead post-mortems.
• Monitor queues and key support metrics; drive continuous improvement.

Skills

JSM

Zendesk

Atlassian stack

REST/Java APIs

Cloud platforms

Education

Computer Science degree

Tools

Jira

Confluence

Bitbucket

Job description

The Adaptavist Group is a global family of companies with a common goal. We combine the best of teamwork, technology, and processes, helping all kinds of businesses be better today and tomorrow.

We are experts at delivering enterprise software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, GitLab, monday.com and Aha!

We make change happen. From anywhere.

What we offer you

We offer a very generous holiday (PTO) allowance, trusting you to take vacation time that suits your personal life, alongside flexible working hours that empower you to work when it best fits you and your team. We provide MacBooks to all employees and additional support for fully remote workers to set up their home offices.

Our exceptional Time Away Policy includes 26 weeks of fully paid leave for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS.

Our trusting, flexible, remote-first way of working means that work can fit around your life, rather than your life fitting around work.

Read our full list of benefits

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.

You’ll mentor and guide a team of Software Support Engineers, helping them do their best work while ensuring we deliver a high standard of service to our customers. You’ll work closely with the Head of Product Support and Support Operations Manager to improve processes, strengthen team performance, and provide insight into what’s working and what needs attention.

What you'll be doing

• 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

What we’re looking for

• 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 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

A few nice to haves

• 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

Additional Information

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At ScriptRunner, part of TAG, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply, even if you don’t have everything that’s listed just yet.

What to expect

We have published some support on Interviewing with us to try to alleviate any pre-interview anxieties, here you’ll find information to help you prepare and ace an interview at TAG.

You can read them here

At The Adaptavist Group , we are committed to promoting a diverse and inclusive community and believe this positively impacts both the creation of our innovative products and our delivery of bespoke solutions to our global customers and our own unique culture. We encourage all qualified applicants, regardless of age, disability, race, sexual orientation, religion or belief, sex, gender identity, pregnancy and maternity, marriage, and civil partnership status.