Technical Support Manager

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

Job summary

Investigo Change Solutions is seeking a Technical Support Manager in a hybrid Nottingham role. You’ll lead a small technical support team, balance hands-onSQL/API investigation with people leadership and process transformation.

Importantly, you will own SLAs and KPIs, drive automation initiatives, and collaborate with Product, Engineering and Customer Success to improve the customer experience. This is a Transformation programme focused opportunity.

Qualifications

• Strong experience leading technical support in a SaaS environment.
• Proven ability to implement change and drive service improvements.
• Experience with support tooling and automation initiatives.

Responsibilities

• Lead day-to-day technical support, manage workloads, rotas and escalations.
• Provide hands-on support using SQL and APIs to resolve issues.
• Own SLAs and KPIs to improve resolution times and customer satisfaction.
• Review and improve processes, workflows, tooling and knowledge base.
• Collaborate with Product, Engineering and Customer Success to resolve issues.
• Drive continuous improvement and operational efficiency in support.

Skills

Leadership

SQL

APIs

Analytics

Stakeholder mgmt

Automation

AI support

Info security

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.