Technical Support Lead – eCommerce Systems

Reed Exhibitions; Richmond; On-site; GBP 45,000 - 65,000; Full time

Job summary

Reed Exhibitions is seeking a Technical Support Lead for its eCommerce Systems in Richmond, responsible for managing technical services and leading operational improvements. The ideal candidate will have a strong technical support background as well as proven experience in eCommerce applications, collaborating across global teams to enhance customer experience. We offer an innovative workplace culture with flexible working options and extensive benefits including generous leave and health support.

Benefits

Flexible working

Generous holidays

Health benefits

Pension

Share schemes

Learning resources

Qualifications

• Proven experience in eCommerce applications.
• Strong technical support background.
• Proficient in relevant technologies such as .NET, AWS, and APIs.

Responsibilities

• Manage daily operations and monitor platform performance.
• Serve as Technical Service Owner for applications.
• Handle troubleshooting and root cause analysis.

Skills

Technical support

Communication skills

Analytical skills

Collaboration

Environment configuration

Tools

.NET

APIs

AWS

ITSM tools

Job description

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Technical Support Lead – eCommerce Systems, Richmond

Client: Reed Exhibitions

Location:

Job Category: Other

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EU work permit required: Yes

Job Reference:

cab8a5891ce3

Job Views:

3

Posted:

29.06.2025

Expiry Date:

13.08.2025

Job Description:

Technical Support Lead – eCommerce Systems

Are you passionate about delivering excellent Customer Service? Do you thrive in a global, £100m+ multi-platform eCommerce environment, collaborating with international teams, developers, and suppliers?

About our Team

The role resides within the Global Technology Operations team, supporting our integrated platform for Digital, Sales, Finance & Marketing solutions. The team focuses on operational improvements and customer experience.

About the Role

The Technical Support Lead for eCommerce and registration manages the day-to-day technical service for applications, ensuring stability and capability. Acts as a primary escalation point and provides senior technical assistance to users and support teams.

Key Responsibilities:

• Serve as Technical Service Owner for applications, ensuring SLAs, KPIs, and XLAs are met.
• Manage daily operations and monitor platform performance.
• Analyze performance metrics and implement improvements.
• Handle troubleshooting, root cause analysis, and remediation.
• Collaborate with internal teams, vendors, and partners.
• Create and maintain technical documentation and SOPs.
• Oversee setup and configuration of new features.
• Monitor trends to ensure service reliability and scalability.
• Understand backup and recovery procedures.

Customer Engagement: Demonstrate strong communication skills for diverse audiences, including senior management.

Compliance and Risk Management: Identify risks and participate in audits.

Vendor and Contract Management: Manage relationships with service providers and support procurement activities.

Cost Optimization: Identify savings opportunities and forecast budgets.

Reporting and Communication: Report on SLAs, KPIs, XLAs, and manage demand and capacity.

Leadership and Collaboration: Lead teams, serve as contact point, and collaborate across functions.

Experience and Skills: Proven eCommerce application experience, technical support background, knowledge of ITSM tools, and proficiency in relevant technologies such as .NET, APIs, AWS, and eCommerce platforms.

Support Skills: Environment configuration, automation, analytical skills, and flexible working hours.

Why Join Us?

Join a culture of innovation and collaboration. We offer flexible working, extensive benefits including generous holidays, health benefits, pension, share schemes, and learning resources.