Software Support Team Lead

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

Benefits offered by this job

MacBook provided

Remote work setup support

Generous PTO

Job summary

The Adaptavist Group is seeking a Software Support Team Lead to shape and lead a team delivering exceptional support across our product suite. You will mentor Software Support Engineers, balance day-to-day delivery with continuous improvement, and collaborate with the Head of Product Support to improve processes.

This role emphasizes customer outcomes, escalation management, incident response, and cross-functional collaboration.

Qualifications

• Experience with support platforms such as JSM and Zendesk.
• Hands-on experience with Atlassian products Jira, Confluence, and Bitbucket.
• Familiarity with REST/Java APIs in the Atlassian ecosystem.
• Experience with cloud-hosted products such as AWS or Azure.

Responsibilities

• Lead, mentor, and develop a team of Software Support Engineers
• Run 1:1s, performance reviews, and 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

Skills

JSM

Zendesk

Atlassian Jira

Confluence

Bitbucket

REST/Java APIs

AWS/Azure

English communication

Team leadership

Education

Computer Science degree

Tools

Jira

Confluence

Bitbucket

AWS

Azure

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.

Recruitment fraud notice

We are aware of recruitment scams where individuals or organisations may falsely claim to represent us. We take this seriously and are committed to protecting candidates throughout our hiring process. We will never ask for any form of payment, fees, or financial commitment at any stage of recruitment, including applications, interviews, onboarding, or equipment provision. Most of our recruitment communications are sent from our system, SmartRecruiters, and may come from addresses such as @SmartRecruiters .com. All our emails are signed off by The Talent Team @ The Adaptavist Group. If you are ever unsure about the authenticity of a message or job offer, please verify it via our official careers channels before responding.

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