Lead Support Engineer - Hands-On Public Safety Tech (UK)

Sponsor Finder; Manchester; Hybrid; GBP 85,000 - 110,000; Full time

Benefits offered by this job

Private medical insurance

Pension scheme

Gym reimbursement

Job summary

Mark43 is seeking a hands-on Lead Support Engineer to lead the UK Support team, overseeing Junior and Support Engineers while actively engaging in ticket triage, incident response, and customer communication. The role combines leadership with technical investigation across frontend, API, and backend systems.

The successful candidate will have a strong hands-on background in production software, experience managing high-priority incidents, and a track record of coaching engineers.

Qualifications

• Hands-on leadership with a strong technical support background.
• Experience in production software or SaaS environments.
• Ability to coach and develop engineers at different levels.

Responsibilities

• Lead and develop the UK Support team of Junior and Support Engineers.
• Manage day-to-day ticket triage, prioritisation, and escalation processes.
• Act as escalation point for P0/P1 incidents and participate in on-call rotations.
• Coordinate incident response and ensure clear customer communications and documentation.
• Drive improvements to processes, monitoring, and incident handling.

Skills

Java

SQL

REST APIs

Leadership

Incident management

Education

Bachelor's degree in Computer Science / Software Engineering or related

Job description

Mark43 is seeking a hands-on Lead Support Engineer to lead the UK Support team, overseeing Junior and Support Engineers while actively engaging in ticket triage, incident response, and customer communication. The role combines leadership with technical investigation across frontend, API, and backend systems.

The successful candidate will have a strong hands-on background in production software, experience managing high-priority incidents, and a track record of coaching engineers.