Lead Support Engineer – UK (Hybrid, 24/7 Incident Response)

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

Benefits offered by this job

Private medical

Pension

Parental leave

Job summary

Mark43 is hiring a hands-on Lead Support Engineer in Manchester to lead the growing UK Support team that serves mission-critical public safety systems. You will manage Junior and Senior Support Engineers, actively triage tickets, and act as escalation for P0/P1 incidents while participating in an on-call rota.

The role combines people leadership with strong technical support across the stack. The ideal candidate has extensive SaaS support leadership experience, solid Java/SQL skills, and a

Qualifications

• Strong hands-on experience leading a Support Engineering or similar team in a production SaaS environment.
• Experience investigating and resolving issues across frontend, API, backend, and data areas.

Responsibilities

• Lead and develop a UK Support team (Junior and Senior engineers) and coordinate day-to-day activities.
• Manage the support queue, triage, prioritize, delegate, and ensure SLAs.
• Act as escalation point for P0/P1 incidents and participate in on-call rotations.
• Investigate technical issues, reproduce defects, and coordinate with Engineering for fixes.
• Contribute to post-incident reviews and drive continuous improvement.

Skills

Java

SQL

REST APIs

Mentoring/leadership

Incident management

Education

Bachelor's degree in Computer Science or related field

Tools

Monitoring tools

Ticketing systems

Application logs

Job description

Mark43 is hiring a hands-on Lead Support Engineer in Manchester to lead the growing UK Support team that serves mission-critical public safety systems. You will manage Junior and Senior Support Engineers, actively triage tickets, and act as escalation for P0/P1 incidents while participating in an on-call rota.

The role combines people leadership with strong technical support across the stack. The ideal candidate has extensive SaaS support leadership experience, solid Java/SQL skills, and a