Software Support Team Lead

The Adaptavist Group is a global family of companies with a common goal. We combine the best of teamwork, technology, and processes, helping all kinds of businesses be better today and tomorrow.We are experts at delivering enterprise software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, GitLab, monday.Com and Aha!We make change happen. From anywhere.What we offer youWe offer a very generous holiday (PTO) allowance, trusting you to take vacation time that suits your personal life, alongside flexible working hours that empower you to work when it best fits you and your team. We provide MacBooks to all employees and additional support for fully remote workers to set up their home offices.Our exceptional Time Away Policy includes 26 weeks of fully paid leave for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS.Our trusting, flexible, remote-first way of working means that work can fit around your life, rather than your life fitting around work.Read our full list of benefitsAre you a people-first support leader who enjoys solving technical problems, developing high-performing teams, and improving how support works at scale?At The Adaptavist Group, we’re looking for a Software Support Team Lead to help shape and lead a team delivering exceptional support across our product suite. This is a role for someone who cares deeply about customer outcomes, enjoys coaching technical support professionals, and knows how to balance day-to-day delivery with continuous improvement.You’ll mentor and guide a team of Software Support Engineers, helping them do their best work while ensuring we deliver a high standard of service to our customers. You’ll work closely with the Head of Product Support and Support Operations Manager to improve processes, strengthen team performance, and provide insight into what’s working and what needs attention.What you'll be doing
Lead, mentor, and develop a team of Software Support EngineersRun 1:1s, performance reviews, and support career developmentHelp manage workloads, team coverage, and onboarding for new hiresAct as an escalation point for high-risk tickets, incidents, and service issuesLead incident response and post-mortem activitiesMonitor support queues, team performance, and key support metricsIdentify operational improvements across processes, tooling, and trainingWork closely with cross-functional teams to share customer insights and improve support outcomesContribute to documentation, knowledge sharing, and team trainingQualifications
What we're looking for
Experience with support platforms such as
JSM, Zendesk, or similarHands-on experience with
Atlassian products, including
Jira, Confluence, and/or BitbucketFamiliarity with
REST/Java APIs, ideally in the Atlassian ecosystemExperience working with
cloud-hosted products
such as AWS or AzureStrong written and verbal communication skills in EnglishExperience leading or managing a support teamA few nice to haves
Degree in
Computer Science
or equivalent experienceKnowledge of
SDLC processesPrevious
incident management
or
project management
experienceFamiliarity with
ISO/security standardsUnderstanding of
AI best practices and safetyAdditional Information
Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At ScriptRunner, part of TAG, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply, even if you don’t have everything that's listed just yet.What to expect
We have published some support on Interviewing with us to try to alleviate any pre-interview anxieties, here you’ll find information to help you prepare and ace an interview at TAG. You can read them hereAt The Adaptavist Group, we are committed to promoting a diverse and inclusive community and believe this positively impacts both the creation of our innovative products and our delivery of bespoke solutions to our global customers and our own unique culture. We encourage all qualified applicants, regardless of age, disability, race, sexual orientation, religion or belief, sex, gender identity, pregnancy and maternity, marriage, and civil partnership status.Recruitment fraud notice
We are aware of recruitment scams where individuals or organisations may falsely claim to represent us. We take this seriously and are committed to protecting candidates throughout our hiring process. We will never ask for any form of payment, fees, or financial commitment at any stage of recruitment, including applications, interviews, onboarding, or equipment provision. Most of our recruitment communications are sent from our system, SmartRecruiters, and may come from addresses such as @SmartRecruiters .Com. All our emails are signed off by The Talent Team @ The Adaptavist Group. If you are ever unsure about the authenticity of a message or job offer, please verify it via our official careers channels before responding.By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy apply
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