Lead Support Engineer - UK Public Safety SaaS (Hybrid)

Mark43; Manchester (NH); Hybrid; USD 87,000 - 120,000; Full time

Benefits offered by this job

28 days PT plus bank holidays

Private medical, dental, vision

Pension Nest (3% employer)

Gym reimbursement

Equipment allowance

AI tooling access

Spring Health mental health

Company bonus

Sabbatical after 5 years

Learning budget

Biannual hackathons

Job summary

Mark43 is seeking a hands-on Lead Support Engineer to lead our UK Support team based in Manchester. You will manage Junior and Senior Support Engineers while remaining deeply involved in day-to-day tickets, triage, and incident response.

This role combines people leadership with technical investigation across frontend, API, and backend systems. You will coach staff, coordinate on-call rotations, and ensure adherence to service levels while driving continuous improvement.

Qualifications

• Bachelor's degree in Computer Science, Software Engineering, or a related discipline, or equivalent professional experience.
• Strong hands-on troubleshooting background in a production SaaS environment.
• Experience reading and debugging Java applications and APIs.
• Experience managing ticket queues and prioritising work in a fast-paced setting.

Responsibilities

• Lead and develop a team of Junior and Support Engineers; coach, mentor, and conduct performance reviews.
• Own ticket triage, prioritisation, and timely customer updates across phone, email and ticketing systems.
• Investigate and resolve issues across frontend, API, backend, and data-related areas; reproduce and diagnose problems.
• Act as escalation point for P0/P1 incidents; participate in on-call rota and incident management.
• Support 24x7 service operations; define and improve support processes, runbooks, and documentation.
• Collaborate with Engineering, Product, and other teams to improve issue resolution and customer outcomes.

Skills

People leadership

Technical support

Java programming

Incident management

Education

Bachelor's degree in CS/SE or related field

Tools

SQL

REST APIs

JSON

Monitoring tools

Job description

Mark43 is seeking a hands-on Lead Support Engineer to lead our UK Support team based in Manchester. You will manage Junior and Senior Support Engineers while remaining deeply involved in day-to-day tickets, triage, and incident response.

This role combines people leadership with technical investigation across frontend, API, and backend systems. You will coach staff, coordinate on-call rotations, and ensure adherence to service levels while driving continuous improvement.