Supercharge

Manager

• Operational Leadership: Reporting directly into the Head of Operations on division KPIs, health status, and attention points/risks
• Leading, mentoring, and managing Service Operations Managers and support teams across L1, L2, and L3
• Overseeing daily operational performance, ensuring SLAs/KPIs are met, and managing incidents end-to-end
• Driving incident lifecycle ownership, including triage, containment, resolution, and post-mortem analysis
• Governing and optimizing access management, change controls, and escalation flows
• Driving continuous improvement across SOPs, incident response playbooks, and support tooling
• Delivering and reviewing monthly operational and security reports for internal and external stakeholders
• Ensuring all scheduled activities (bi-weekly, monthly, yearly) are completed in line with policy
• Taking responsibility for the profitability of the overall support portfolio and collaborating with commercial teams on improvements
• Client Communication & Relationship Management: Acting as a proactive communicator, identifying opportunities to improve client relationships
• Serving as the escalation point for high/critical incidents and client-facing issues
• Conducting occasional client communication training sessions for L1 agents
• Presenting incident reviews, monthly reports, and performance metrics to clients
• Sales and Commercial Support: Collaborating with the Sales team to provide operational insights during pre-sales engagements
• Contributing to proposals, Statements of Work (SoWs), and RFP responses with tailored support models and SLAs
• Providing pricing input for tender submissions based on defined support models and SLAs
• Defining and communicating support capabilities, onboarding processes, and platform readiness for new client rollouts
• Participating in scoping workshops and client presentations as the support operations SME
• Ensuring operational readiness for new client onboarding, including knowledge transfer, L1/L2 training, access setup, and alerting

Lead Support Manager

Backend Engineer

• Solving real production issues for dental practices – configuration problems, connectivity issues, and system failures that need immediate resolution
• Developing new features and internal tooling to improve the platform and reduce future issues
• Building and maintaining RESTful APIs and backend services using NodeJS
• Troubleshooting Windows environment issues
• Working with AWS infrastructure and resolving Tailscale networking issues
• Participating in code reviews and maintaining high code quality standards
• Collaborating directly with US-based stakeholders
• Writing clean, maintainable code that integrates with CI/CD pipelines
• Bringing an architectural perspective to planning and design discussions

Backend Engineer, NodeJS – Contract

• Solving real production issues for dental practices – configuration problems, connectivity issues, and system failures that need immediate resolution
• Developing new features and internal tooling to improve the platform and reduce future issues
• Building and maintaining RESTful APIs and backend services using NodeJS
• Troubleshooting Windows environment issues – dental practices run on Windows, and you'll need to understand this ecosystem deeply
• Working with AWS infrastructure and resolving Tailscale networking issues
• Participating in code reviews and maintaining high code quality standards
• Collaborating directly with US-based stakeholders, including customer success and operations teams
• Writing clean, maintainable code that integrates with CI/CD pipelines
• Bringing an architectural perspective to planning and design discussions

Backend Engineer, NodeJS

• Lead and oversee the day-to-day operation of the Java backend team
• Continuously monitor overall project health by reviewing and improving development best practices and delivery processes across ongoing Java projects
• Take on line management responsibilities, supporting the team’s well-being, growth and performance
• Actively maintain and evolve our Java technology stack, primarily Kotlin and Spring Boot, along with related tools and processes
• Bring an architectural mindset to planning and technical decision-making
• Proactively shape the future of the team by identifying key contributors, future leaders and capability gaps
• Support the continuous development of the team by organising regular knowledge-sharing sessions, trainings and workshops
• Act as a role model and contribute to thought leadership activities such as writing articles, speaking at meetups and representing the team internally and externally
• Take an active part in hiring, onboarding and team planning efforts
• Collaborate closely with Tech Leads, Architects and fellow engineers across teams
• Support effective collaboration with L1+ teams by enabling smooth handovers, clear documentation and shared ownership across engineering functions
• Contribute hands-on when needed by delivering high-quality, scalable and maintainable code on client projects

Lead Support Manager

Backend Engineer, NodeJS – Contract

Backend Engineer, NodeJS

Lead Backend Engineer