Technical Support Lead

We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you?

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.

On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have two charity days allocated to support a cause that matters to you.

About you:

You're a customer-focused technical problem-solver who doesn't stop at the first symptom. You enjoy working out why something is broken, tracing it through the full stack until you find the real cause, and knowing when a specialist team needs to be brought in. You're comfortable with browsers, app servers, databases and integrations, and you understand how a fault in one layer shows up in the application a customer is using. You take ownership of the problem, work with the customer to understand it and its impact, and stay calm when a case carries a statutory deadline or a safeguarding risk. You use AI tools to speed up investigation, and you always check the output against the evidence. You're ready to stretch beyond your current level and want a clear route into senior technical roles.

Day-to-day, you will:

• Troubleshoot complex issues across the full stack, from browser and application server through to database, API and integration, working out the root cause rather than the symptom.
• Work closely with customers to understand issues and their impact, keeping them informed of progress throughout.
• Prioritise time-critical work, such as cases with statutory deadlines or safeguarding risks, and bring in the right specialist team early when the evidence points there.
• Investigate recurring problems, trace issues across connected products, and share your findings with Product and Engineering so the same fault doesn't return.

Your skills and experiences might also include:

• Working knowledge of SQL, and confidence reading and interrogating application and server logs to build a clear evidence trail.
• Experience troubleshooting APIs, integrations and authentication methods, and an understanding of how these connect different products.
• An understanding of how cloud-based SaaS platforms are built and supported, including regulatory and compliance requirements such as GDPR when handling customer records.
• Sound judgement in using AI tools to speed up investigation, with a habit of verifying their output and accuracy before acting on it.

What are we all about?

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used.

With over 9,300 talented individuals driving innovation and customer excellence, we’re shaping the future of work. And we want you to be part of it. At Access, people are at the heart of everything we do. We’re committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive. If you’re excited about this role - even if your experience doesn’t tick every box - you might be exactly who we’re looking for.

We believe in equality for all and the transformative power of diversity. So why not join our vibrant team, where you can love what you do, love how you live, and most importantly, be authentically you?

Let’s make a difference together.

Love Work. Love Life. Be You.