Technical Support Manager: Lead SaaS Support & Automation

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

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.