Software Support Team Lead

About the role
Are 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.
Because many of our products enable customers to create their own functionality using Groovy and JavaScript, this role also needs someone with solid technical understanding and confidence working with code.
What you'll be doing
Lead, mentor, and develop a team of Software Support Engineers
Run 1:1s, performance reviews, and support career development
Help manage workloads, team coverage, and onboarding for new hires
Act as an escalation point for high-risk tickets, incidents, and service issues
Lead incident response and post-mortem activities
Monitor support queues, team performance, and key support metrics
Identify operational improvements across processes, tooling, and training
Work closely with cross-functional teams to share customer insights and improve support outcomes
Contribute to documentation, knowledge sharing, and team training
What we're looking for
Experience with support platforms such as JSM, Zendesk, or similar
Hands-on experience with Atlassian products, including Jira, Confluence, and/or Bitbucket
Familiarity with REST/Java APIs, ideally in the Atlassian ecosystem
Experience writing code — Groovy or JavaScript/TypeScript preferred
Experience working with cloud-hosted products such as AWS or Azure
Strong written and verbal communication skills in English
Experience leading or managing a support team
A few nice to haves
Degree in Computer Science or equivalent experience
Knowledge of SDLC processes
Previous incident management or project management experience
Familiarity with ISO/security standards
Understanding of AI best practices and safety

Employment type
Full-time

Work arrangement
Hybrid