SaaS Technical Support Manager - Automation & AI

Investigo; Nottingham; Hybrid; GBP 41,000 - 50,000; Full time

Job summary

Investigo is seeking a Technical Support Manager in a hybrid Nottingham role. You will lead a small technical support team, combine hands-on troubleshooting with strategic process transformation, and own service delivery improvements across SQL, APIs, automation, and security.

You will collaborate with Product, Engineering and Customer Success to drive customer satisfaction and operational excellence. The role blends leadership with technical hands-on work, offering opportunities to implement

Qualifications

• Experience leading technical support in a SaaS environment.
• Hands-on troubleshooting using SQL and APIs.
• Proven ability to drive process improvements and SLA/KPI adherence.

Responsibilities

• Lead the day-to-day technical support function, managing workloads and team performance.
• Provide hands-on technical support using SQL and APIs to investigate issues and resolve queries.
• Own support SLAs and KPIs, using data to improve resolution times and customer satisfaction.
• Review and improve support processes, tooling and knowledge resources for efficiency.
• Collaborate with Product, Engineering and Customer Success to resolve recurring issues and improve the customer experience.
• Drive changes and transformation of support operations within a SaaS product.
• Experience with helpdesk platforms such as Freshdesk, Jira or similar tools; strong communication with stakeholders.
• Interest in automation, AI-assisted support and information security; familiarity with relevant frameworks is advantageous.

Skills

Technical leadership

SQL

APIs

Service improvement

Team management

Stakeholder management

Automation interest

AI-assisted support familiarity

Information security awareness

Tools

Freshdesk

Jira

Job description

Investigo is seeking a Technical Support Manager in a hybrid Nottingham role. You will lead a small technical support team, combine hands-on troubleshooting with strategic process transformation, and own service delivery improvements across SQL, APIs, automation, and security.

You will collaborate with Product, Engineering and Customer Success to drive customer satisfaction and operational excellence. The role blends leadership with technical hands-on work, offering opportunities to implement