Technical Support Manager: SaaS, AI & Automation (Hybrid)

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

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.