Hybrid Technical Support Team Lead - Enterprise Security

Island; Reading; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Island is seeking an experienced Technical Support Team Lead in Reading, UK, to lead a local team of Technical Support Engineers. The role is hybrid (1 day in office, 4 days remote) and focuses on maintaining high technical standards and exceptional customer experience for enterprise clients.

You will mentor engineers, conduct regular performance reviews, and drive local hiring and training as the Reading hub scales. Strong technical troubleshooting and communication skills are essential.

Qualifications

• 5+ years in enterprise technical support for B2B SaaS or cybersecurity.
• 2–3 years as a Team Lead in hybrid/office environment.
• Strong debugging and log analysis with live customer calls.
• Clear communication of complex issues to customers and execs.

Responsibilities

• Lead and develop local Technical Support Engineers in Reading.
• Conduct regular in-person 1:1s, performance reviews, and career planning.
• Foster a collaborative on-site hub culture with accountability.
• Drive local hiring, onboarding, and training for scale through 2026.
• Manage scheduling, workload balancing, and escalation coverage.
• Own incident management and high-touch customer communications during outages.

Skills

Technical support

Team leadership

B2B SaaS

Cybersecurity

Troubleshooting

Job description

Island is seeking an experienced Technical Support Team Lead in Reading, UK, to lead a local team of Technical Support Engineers. The role is hybrid (1 day in office, 4 days remote) and focuses on maintaining high technical standards and exceptional customer experience for enterprise clients.

You will mentor engineers, conduct regular performance reviews, and drive local hiring and training as the Reading hub scales. Strong technical troubleshooting and communication skills are essential.