Head of Support

Bright Purple Resourcing; Easter Howgate; On-site; GBP 50,000 - 60,000; Full time

Job summary

A growing SaaS company in Edinburgh seeks a Head of Technical Support. You will lead a high-performing team, manage complex networking issues, and oversee service excellence. Ideal candidates will have SaaS experience and deep networking knowledge. The role offers autonomy, team collaboration, and the chance to make a real impact in a dynamic environment.

Benefits

33 days annual leave

Vibrant office in Leith

Career development opportunities

Qualifications

• Proven experience leading technical support in a SaaS or MSP environment.
• Deep networking knowledge including TCP/IP, DNS, DHCP, VLANs.
• Excellent communicator with both technical and non-technical users.

Responsibilities

• Leading the technical support team and ensuring service excellence.
• Providing second and third-line support for users of the SaaS platform.
• Troubleshooting complex networking and WiFi issues.
• Managing onboarding for new clients.
• Collaborating with product and engineering teams.
• Hiring and mentoring support engineers.

Skills

Leading technical support team

Deep networking knowledge

Hands-on experience with cloud-managed WiFi systems

Skilled in configuring networking hardware

Excellent communication skills

Tools

HubSpot

Zendesk

Job description

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. You’ll 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, you’ll 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 You’ll Be Doing:

Leading the technical support team and setting the standard for service excellence

Providing second and third-line support for users of Stampede’s 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 We’re 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 you’re an experienced tech support leader ready to make your mark in a fast-growing SaaS business with a strong product and supportive team, we’d 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.