Technical Support Manager

Investigo; East Midlands; Hybrid; GBP 41,000 - 50,000; Full time

Job summary

Investigo is seeking a Technical Support Manager to lead a hybrid team in Nottingham, driving improvements in service delivery and process efficiency. The role blends hands-on technical troubleshooting with people management to enhance customer experiences.

You will work with Product, Engineering and Customer Success to resolve issues, implement automation ideas, and advance AI-assisted support while ensuring strong security practices.

Qualifications

• Experience leading a technical support team in a SaaS environment.
• Hands-on troubleshooting with SQL and APIs.
• Experience owning SLAs and KPIs.
• Ability to review and improve processes and tooling.
• Collaborates with Product, Engineering and CS.
• Familiar with automation / AI-assisted support and information security.

Responsibilities

• Lead day-to-day technical support function, managing workloads and performance.
• Provide hands-on technical support using SQL and APIs to investigate issues.
• Own support SLAs and KPIs to improve resolution times and customer satisfaction.
• Review and improve support processes, tooling and knowledge bases.
• Collaborate with Product, Engineering and Customer Success to resolve recurring issues.

Skills

Team leadership

SQL

APIs

Service improvement

Data-driven decisions

SLA/KPI management

Stakeholder communication

Problem-solving

Tools

Freshdesk

Jira

Job description

Technical Support Manager

Location: Hybrid - Nottingham

Salary: up to 45,000

One of my clients is currently seeking a Technical Support Manager to join them as they go through a transformation programme and take ownership technical support function. This is a hybrid opportunity focused on technical support management, SQL, APIs and service improvement, combining hands-on technical troubleshooting with team leadership and process transformation.

Working closely with senior technical leadership, Product, Engineering and Customer Success, you'll lead a small technical support team, improve service delivery and help develop a more efficient, customer-focused support functions. You'll also have the opportunity to introduce automation, explore AI-assisted support and improve the processes and tools that underpin the customer experience.

Key Responsibilities & Skills

• Lead the day-to-day technical support function, managing workloads, rotas, escalations and team performance while coaching and developing a resilient, high-performing team.
• Provide hands-on technical support, using SQL and APIs to investigate issues, troubleshoot complex problems and resolve customer queries.
• Own support SLAs and KPIs, using data and performance metrics to improve resolution times, service quality and customer satisfaction.
• Review and improve support processes, workflows, tooling and knowledge base resources, driving operational efficiency and continuous improvement.
• Collaborate with Product, Engineering and Customer Success to resolve recurring issues, improve the customer experience and support product development.
• Strong experience managing technical support within a SaaS product, with a proven track record of implementing change and transforming support operations.
• Experience with helpdesk platforms such as Freshdesk, Jira or similar tools, alongside excellent communication and stakeholder management skills.
• An interest in automation, AI-assisted support and information security, with experience in these areas or familiarity with relevant frameworks being advantageous.

This is an excellent opportunity to join a SaaS organisation and help build its technical support function. The role lets you combine hands-on technical work with team leadership, improve support operations, and introduce new technologies to boost efficiency and the customer experience.