Support Team Lead (UK hours)

mrisoftware; South Africa; Hybrid; ZAR 650,000 - 950,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

mrisoftware in Cape Town offers a hybrid support team lead role focused on advanced SQL and Oracle PL/SQL troubleshooting. You will supervise a team of support specialists, manage escalations and drive high-quality service to enterprise clients.

Reporting to the Support Manager, you will mentor staff, optimise SQL queries, coordinate with cross-functional teams and ensure targets are met while aligning with UK business hours.

Qualifications

• Bachelor's degree or equivalent work experience.
• 4–6+ years in application/technical support within enterprise software.
• 2–3 years in supervisory or team-lead roles.
• Proven ability to write and optimise SQL statements.
• Hands-on Oracle PL/SQL and database troubleshooting.
• Track record of delivering high-quality client service against SLAs.
• Experience managing remote teams is advantageous.

Responsibilities

• Oversee day-to-day support operations and ensure SLAs and KPIs are met.
• Serve as primary escalation point for complex client and DB issues.
• Diagnose data issues by writing and tuning SQL and PL/SQL code.
• Coach and mentor Support Agents and junior analysts.
• Plan resource coverage across key product areas.
• Collaborate with clients to gather requirements and translate to SQL solutions.
• Contribute to documentation and participate in UAT.

Skills

SQL

Oracle PL/SQL

Troubleshooting

People leadership

Client communication

Mentoring

Workload management

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Job Description Summary

Reporting to the Support Manager, you will be responsible for the day-to-day supervision of a team of support specialists while also acting as a functional Team Lead handling complex client cases directly. You will have a wide-ranging, challenging and rewarding role aimed at ensuring that we deliver an effective support service to our Customers. This role requires a strong technical support background, including the ability to troubleshoot application and data-related issues using SQL, Oracle PL/SQL and structured problem-solving techniques. You are expected to take ownership of issues, facilitate resolution using the resources available to you and, where necessary, liaise with other Managers or technical teams to secure additional resource and assistance. The role requires that you supervise workload, manage escalations, mentor team members and maintain high standards of client communication, SLA performance and service quality.

We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town office.

Please note, the successful candidate will be required to work UK hours (Mon- Fri, 09:00am - 17:30 BST), and therefore will be able to take leave on UK public holidays in place of recognised South African public holidays.

Key responsibilities include:

• Manage day-to-day support operations, ensuring client cases are prioritised, triaged and resolved within agreed SLAs, KPIs and customer satisfaction targets.
• Act as the primary escalation point for complex client, application and database-related issues, working with internal teams to drive timely resolution.
• Investigate and resolve complex data-related issues by writing, troubleshooting and optimising SQL queries, scripts and Oracle PL/SQL code.
• Perform root cause analysis across database structures, queries and data integrity, recommending improvements to prevent repeat issues.
• Work directly with clients to gather requirements and translate them into practical SQL-based solutions.
• Review and improve existing SQL queries to enhance performance, accuracy and efficiency.
• Coach, mentor and develop Support Agents and junior analysts, including SQL debugging approaches and structured troubleshooting.
• Support resource planning and ensure appropriate team coverage across key product areas.
• Manage team performance through regular one-to-ones, team meetings, feedback and reporting to the Support Manager.
• Ensure agreed training plans are clear, outcome-driven and implemented effectively.
• Contribute to documentation, including SQL scripts, troubleshooting steps and best practices.
• Participate in UAT, validating data fixes and database-related changes before release.
• Carry out people-management responsibilities, including holiday authorisations, absence management, new starter induction and recruitment support.

Knowledge, Skills, & Abilities:

• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to clients, stakeholders and team members.
• Strong people leadership skills, including coaching, mentoring, performance support and the ability to maintain positive working relationships.
• Ability to manage priorities, balance multiple tasks and maintain focus on urgent or high-impact client issues.
• Strong problem-solving skills with a logical, structured approach to investigation, troubleshooting and root cause analysis.
• Ability to work collaboratively across teams and understand how team goals support wider company objectives.
• Excellent computer skills, including strong working knowledge of the Microsoft product suite.
• Strong practical SQL skills, including writing complex queries from scratch and using SQL to investigate, validate and resolve real business problems.
• Hands-on Oracle PL/SQL experience, including stored procedures, triggers, packages and script-based troubleshooting.
• Experience with query performance tuning, including indexes, execution plans and optimisation techniques.
• Strong understanding of relational database design, data structures, data integrity principles and working with large datasets.

Experience:

• Bachelor's degree or equivalent work experience.
• 4-6+ years' experience in application or technical support within an enterprise software environment.
• 2-3 years' supervisory, team lead or equivalent people-management experience.
• Proven experience building, modifying and optimising SQL statements to investigate issues, validate data and support client-facing resolutions.
• Hands-on experience with Oracle PL/SQL and database-related troubleshooting in a client support or application support context.
• Track record of delivering high-quality client service against agreed SLAs, KPIs and customer satisfaction expectations.
• Experience leading or supporting remote employees is advantageous.

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