Head of Support

JR United Kingdom; City of Edinburgh; On-site; GBP 50,000 - 60,000; Full time

Job summary

A growing SaaS client in Edinburgh is seeking a Head of Technical Support. This role involves leading a technical support team, providing advanced troubleshooting for networking issues, and managing product onboarding. The ideal candidate will have extensive experience in a SaaS environment and strong networking skills. This position offers a competitive salary and opportunities for career development.

Benefits

33 days annual leave

Collaborative office environment

Career development opportunities

Qualifications

• Experience in leading technical support or service delivery in a SaaS or MSP environment.
• Deep understanding of networking principles and practices.
• Excellent communicator with confidence in technical discussions.

Responsibilities

• Lead technical support team to deliver service excellence.
• Provide advanced troubleshooting for SaaS platform users.
• Manage onboarding and product rollout for new clients.

Skills

Proven experience leading technical support

Networking knowledge (TCP/IP, DNS, DHCP, VLANs, firewalls)

Experience with cloud-managed WiFi systems

Skilled in configuring networking hardware

Excellent communication skills

Tools

HubSpot

Zendesk

Job description

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Head of Technical Support Leith, Edinburgh (Onsite) £50,000 - £60,000 DOE
Bright Purple are looking for a Head of Technical Support to join a growing SaaS client. Youll be part of a values-led, local team that believes in taking ownership, making things happen, and doing great work together. Expect greenfield projects, hands-on responsibility, and the chance to make a real impact in a growing business.
Benefits include:

• 33 days annual leave
• Vibrant and collaborative office in Leith
• Autonomy, influence, and career development in a high-growth environment

As Head of Technical Support, youll lead and grow a small but high-performing team. This is a technical, sleeves-rolled-up kind of role, perfect for someone who loves diving into complex WiFi and networking issues while mentoring and coaching others.
What Youll Be Doing:

• Leading the technical support team and setting the standard for service excellence
• Providing second and third-line support for users of Stampedes SaaS platform
• Troubleshooting complex networking, WiFi, and connectivity issues
• Managing the onboarding and rollout of Stampede products to new clients
• Collaborating with product, engineering, and customer teams to resolve escalations
• Driving internal improvements in support processes and documentation
• Hiring, training, and mentoring support engineers as the team grows
• Acting as a trusted technical point of contact for customers

What Were Looking For:

• Proven experience leading technical support or service delivery in a SaaS or MSP environment
• Deep networking knowledge TCP/IP, DNS, DHCP, VLANs, firewalls
• Hands-on experience with cloud-managed WiFi systems like CloudTrax, Omada, Unifi, Plasma Cloud, or Open Mesh
• Skilled in configuring and troubleshooting networking hardware (routers, switches, APs)
• Understanding of captive portals, access control, and splash page configuration
• Comfortable with tools like HubSpot, Zendesk, or other CRM/ticketing platforms
• Excellent communicator confident with both technical and non-technical users
• Good grasp of GDPR and data protection best practices

If youre an experienced tech support leader ready to make your mark in a fast-growing SaaS business with a strong product and supportive team, wed love to hear from you.
Apply now with your CV and a member of the Bright Purple team will be in touch.
Bright Purple is an equal opportunities employer: we are proud to work with clients who share our values of diversity and inclusion in our industry.

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