Head of Technical Support

NGE Sports; Greater Manchester; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading startup is seeking a Technical Support Lead to enhance their customer support function. This role involves leading a team, refining processes, and ensuring excellent support for retail and enterprise clients. Join a passionate team working on innovative Vision AI technology projects, with opportunities for professional development and flexible work arrangements.

Benefits

Competitive salary and performance-based bonuses

Opportunities for professional development and career advancement

Flexible work arrangements, including hybrid/remote options

Collaborative work environment

Innovative projects with a global impact

Continuous learning and professional growth

Qualifications

• 5+ years experience leading a technical support team in software/SaaS environments.
• Experience managing remote or international teams.
• Strong communication skills and an analytical approach.

Responsibilities

• Lead and organise support engineers, ensuring customer issues are resolved efficiently.
• Build and refine support processes to improve service delivery.
• Act as the primary liaison between support and other departments.

Skills

Leadership

Communication

Analytical Problem-Solving

Cloud Infrastructure

Customer Relationship Management

Education

Degree in Computer Science, Mathematics, or a related field

Tools

AWS

Azure

GCP

Job description

SeeChangeis a dynamic startup revolutionizing Vision AI technology. With a team boasting over 436 years of combinedexpertiseand €45 million in platform investment,they’vesecured 15 patents (andcounting).Their mission is to empower people through technology by integrating Vision AI into existing systems, enabling customers to seewhat'simportant and change outcomes.

About the Position: The Role:

We’re looking for someone to take ownership of our technical support function as we scale. You’ll be responsible for guiding our support team, ensuring our retail and enterprise customers get fast, knowledgeable help, and making sure our support operation runs smoothly as we grow. This is a hands-on, people-focused role where you’ll have a direct impact on customer experience and team culture.

Key Responsibilities:

• Lead, motivate, and organise our support engineers, setting clear goals and making sure customers get the help they need—every time.
• Build out and refine our support processes, from ticket handling to escalation, so we’re always improving how we serve our clients.
• Make sure we’re always covered—whether that means managing an on-call rota or ensuring SLAs are consistently met.
• Act as the main point of contact between support and other teams—especially Product, Engineering, and Sales—to get customer issues solved quickly and to share feedback that shapes our roadmap.
• Regularly review our support tools and workflows, recommending upgrades or changes where needed.
• Track key support metrics and customer feedback, and share insights with the wider team to drive improvements.
  
  

Qualifications: Essential

• Degree in Computer Science, Mathematics, or a related field.
• At least five years’ experience leading a technical support team in a software or SaaS business.
• Experience managing remote or international teams.
• Solid grasp of SaaS and cloud infrastructure (AWS, Azure, or GCP).
• Confident leader and team builder, with a knack for developing talent.
• Comfortable using support platforms and CRMs.
• Strong communicator who can keep both customers and colleagues in the loop.
• Analytical approach to problem-solving and process improvement.
  
  

Bonus Points: Desirable

• Experience supporting edge devices, distributed systems, or networked tech.
• Familiarity with software engineering methodologies and a working knowledge of programming languages, e.g. Python, Go etc
• Skilled at managing escalations and communicating with execs.
• Background working in a startup or high-growth environment.
• Interest in using AI to streamline support and improve customer outcomes.
  
  

Benefits: Why Join Us?

• Competitive salary and performance-based bonuses.
• Opportunities for professional development and career advancement.
• Flexible work arrangements, including hybrid/remote options.
• Be part of a passionate, talented team in a collaborative environment.
• Work on innovative projects that make a global impact.
• Opportunities for continuous learning and professional growth.
• Enjoyworkmodel that balances flexibility with team interaction.