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Tech Stack
Tools & technologiesJavaScriptjQuerySCSSSQL
About the role
Key responsibilities & impact- Manage and develop Senior Support Analysts (3-4 people) and 3rd Line Developers (2 people)
- Conduct regular 1-on-1s and provide ongoing coaching and feedback
- Set clear goals and performance expectations aligned with team objectives
- Manage performance issues and development plans as needed
- Support career development and progression planning for direct reports
- Participate in recruitment and hiring for senior technical roles
- Foster a positive, collaborative team culture focused on technical excellence
- Serve as final technical escalation point for the entire support organisation
- Lead resolution of the most complex technical issues across all systems
- Provide technical guidance to Senior Support Analysts and 3rd Line Developers
- Make technical decisions on complex customer issues or system problems
- Lead critical incident response and post-incident reviews
- Ensure technical quality and consistency across the team's work
- Stay current on platform changes, new features, and technical developments
- Work closely with Customer Support Manager on team strategy and direction
- Contribute to process improvements and operational excellence initiatives
- Identify systemic issues and work with Product/Engineering on solutions
- Provide technical input on roadmap prioritisation and customer impact
- Represent Support in technical meetings with Product and Engineering
- Analyse metrics and trends to identify improvement opportunities
- Build strong relationships with Product, Engineering, and other technical teams
- Advocate for customer needs in technical discussions and prioritisation
- Collaborate on knowledge transfer and documentation with other departments
- Participate in cross-functional projects and initiatives
Requirements
What you’ll need- Advanced technical expertise across multiple domains and systems
- 7+ years experience in technical support, development, or engineering roles
- 2+ years people management or team leadership experience
- Proven ability to manage and develop senior technical staff
- Strong problem-solving and technical decision-making skills
- Excellent communication skills for all audiences
- Experience leading incident response and critical issue resolution
- Strategic thinking and ability to balance tactical and strategic priorities
- Collaborative approach to working across departments
- Track record of driving process improvements and operational excellence
- Strong expertise in HTML, CSS and JavaScript.
- Proven ability to deliver accessible web pages that meet WCAG 2.2 Level AA.
- Confident working across multiple browsers and devices with consistent results.
- Good knowledge of SQL and relational databases, ideally SQL Server.
- Competence in server side development using C Sharp or a similar object oriented language.
- Understanding of secure development practices aligned with OWASP guidelines.
- Experience with GIT based workflows and version control.
- Familiarity with jQuery, SASS and other common front end tools and frameworks.
Benefits
Comp & perks- 25 days holiday (plus bank holidays) - with extra days the longer you’re with us
- Two paid wellbeing days each year, with a budget to enjoy some time out with someone important to you
- Enhanced pension contributions to support your future
- Two paid days a year to give back through volunteering, charity work, or sustainability projects with our Green Team
- Salary sacrifice schemes for electric vehicles and cycle-to-work
- 24/7 access to our Employee Assistance Programme for confidential advice and support
- A full annual health check to keep you at your best
- A flexible benefits platform - from life assurance and learning opportunities to retail discounts and cinema tickets
- A genuine people-first culture where your growth and wellbeing come first
- Performance-related bonus scheme to reward your contribution
- Regular socials - from team get-togethers to all-company celebrations, with each department owning a budget for their events
- The opportunity to attend group conferences, away days and learning forums both in the UK and abroad - network with other talent
ATS Keywords
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Hard Skills & Tools
HTMLCSSJavaScriptSQLC SharpjQuerySASSGITWCAG 2.2 Level AAsecure development practices
Soft Skills
people managementteam leadershipproblem-solvingtechnical decision-makingcommunicationstrategic thinkingcollaborationprocess improvementcoachingfeedback