Lead Support Engineer – Hybrid (Manchester)

Mark43; Manchester; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

28 days’ holiday plus UK bank holidays

Private medical, dental, and vision保险

18 weeks’ paid parental leave

Income protection

Nest pension with 3% employer

Gym reimbursement

Equipment allowance

Enterprise AI tooling

Spring Health membership

Company performance-based bonus

Sabbatical after 5 years

Hackathons and learning budget

Job summary

Mark43 is seeking a hands-on Lead Support Engineer to lead the UK Support team for mission-critical public safety systems, including GMP. You will manage Junior and Senior engineers, while remaining actively involved in ticket triage, incident response, and customer communications.

You will balance coaching with technical investigation, coordinate incident responses, and ensure SLAs are met. This hybrid Manchester role requires strong leadership and a solid production SaaS background.

Qualifications

• Bachelor’s degree in Computer Science, Software Engineering, or related discipline, or equivalent relevant professional experience.
• Strong hands-on experience in production SaaS support and incident handling.
• Practical experience with Java, reading, debugging, and troubleshooting Java apps.
• Experience managing ticket queues, triage, prioritisation, and delegation.
• Experience handling high-priority issues or major incidents.
• Knowledge of Java, SQL, REST APIs, JSON, web app architecture, and monitoring/logging.

Responsibilities

• Lead and develop a team of Junior and Senior Support Engineers; provide coaching and technical guidance.
• Own and triage incoming tickets, set priorities, delegate work, and ensure timely updates.
• Investigate, reproduce, and resolve issues across frontend, API, backend, and data areas; write scripts if needed.
• Act as escalation point for P0/P1 incidents and participate in on‑call rota.
• Drive continuous improvement of processes, runbooks, and documentation.

Skills

Java

SQL

REST APIs

JSON

Ticket triage

Coaching

Communication

Education

Bachelor's degree in CS/Software Eng or related

Job description

Mark43 is seeking a hands-on Lead Support Engineer to lead the UK Support team for mission-critical public safety systems, including GMP. You will manage Junior and Senior engineers, while remaining actively involved in ticket triage, incident response, and customer communications.

You will balance coaching with technical investigation, coordinate incident responses, and ensure SLAs are met. This hybrid Manchester role requires strong leadership and a solid production SaaS background.