Software Support Team Lead | Remote-First & Mentorship

The Adaptavist Group; Kuala Lumpur; Remote; MYR 120,000 - 180,000; Full time

Job summary

The Adaptavist Group is seeking a Software Support Team Lead to guide and mentor a team of Support Engineers, ensuring high-quality incident response and service reliability. You’ll collaborate with Head of Product Support and Support Operations Manager to drive improvements and KPI achievement.

Ideal candidates will have leadership experience, strong Atlassian product knowledge (Jira, Confluence, Bitbucket), and familiarity with REST/Java APIs, plus cloud exposure (AWS/Azure) and excellent

Qualifications

• Experience managing customer support software such as JSM, Zendesk.
• Hands-on experience using, supporting or administering Atlassian products, including Jira, Confluence and/or Bitbucket.
• Familiarity with REST APIs and Java APIs, ideally including Atlassian APIs and how vendor plugins interact with them.
• Experience working with products hosted on cloud platforms such as AWS or Azure.
• Excellent written, verbal and visual communication skills in English.

Responsibilities

• Lead, mentor and develop a team of highly skilled Support Engineers.
• Set clear expectations and provide regular feedback through 1-2-1s and performance reviews.
• Support the professional development of your team members.
• Manage team workload, priorities and planned leave to help ensure SLA and KPI targets are met.
• Support hiring activities and help maintain effective onboarding resources.
• Create training materials that help the team confidently handle new and complex issues.
• Help resolve team challenges and conflicts in a constructive way.

Skills

Leadership

People management

Communication

Education

Bachelor’s degree in Computer Science or equivalent

Tools

JSM

Zendesk

Jira

Confluence

Bitbucket

REST APIs

Java APIs

AWS

Azure

Job description

The Adaptavist Group is seeking a Software Support Team Lead to guide and mentor a team of Support Engineers, ensuring high-quality incident response and service reliability. You’ll collaborate with Head of Product Support and Support Operations Manager to drive improvements and KPI achievement.

Ideal candidates will have leadership experience, strong Atlassian product knowledge (Jira, Confluence, Bitbucket), and familiarity with REST/Java APIs, plus cloud exposure (AWS/Azure) and excellent