Software Support Team Lead

Job Description

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

Qualifications

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

Additional 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.

Drop us your application, we’d love to hear from you!

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 here

Equal opportunities for everyone

At 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.

Égalité des chances pour tous

Chez The Adaptavist Group, nous nous engageons à promouvoir une communauté diversifiée et inclusive et sommes convaincus que cela a un impact positif sur la création de nos produits innovants, la fourniture de solutions sur mesure à nos clients internationaux et notre culture unique. Nous encourageons toutes les candidatures qualifiées, quels que soient leur âge, leur handicap, leur origine ethnique, leur orientation sexuelle, leur religion ou leurs convictions, leur sexe, leur identité de genre, leur état civil, leur grossesse et leur maternité. 

Avis de fraude au recrutement

Nous sommes conscients de l'existence de fraudes au recrutement, dans lesquelles des individus ou des organisations peuvent prétendre faussement nous représenter. Nous prenons cette question très au sérieux et nous nous engageons à protéger les candidats et candidates tout au long de notre processus de recrutement.

Nous ne vous demanderons jamais de paiement, de frais ou d'engagement financier à quelque étape que ce soit du recrutement, y compris lors des candidatures, des entrevues, de l'accueil et intégration, ou de la fourniture de matériel.

La plupart de nos communications de recrutement sont envoyées via notre système SmartRecruiters et peuvent provenir d'adresses telles que @SmartRecruiters.com. Tous nos courriels sont signés par The Talent Team @ The Adaptavist Group.

Si vous avez le moindre doute sur l'authenticité d'un courriel ou d'une offre d'emploi, veuillez vérifier via nos plateformes officielles d'emploi avant d'y répondre.