Lead Engineer (Support)
Location: Remote and onsite as appropriateReporting to: Head of Customer Support
Working Hours: Full time
About Jadu
Jadu is committed to creating the world’s most accessible digital platform, enabling transformative outcomes for public sector clients worldwide. By driving innovation, accessibility, and operational excellence, Jadu empowers governments, educational institutions, and other organisations to deliver digital services at scale.
The Role
The LeadEngineer (Support) plays a critical role in Jadu’s Customer Support function, managing a team of Support Engineers and acting as a technical expert and escalation point for complex technical issues. This position ensures that Jadu’s support services are delivered to the highest standards, enabling customers to maximise the value of Jadu products.
This role requires strong problem-solving skills, a deep understanding of Jadu’s products and services, and the ability to mentor and guide team members. The Lead Support Engineer collaborates closely with cross-functional teams, including Product and Engineering, Professional Service and Customer Success, to address systemic issues, enhance product usability, and contribute to continuous improvement initiatives. This involves liaising with Product, Engineering, and Operations teams to resolve complex incidents, ensuring effective collaboration and timely resolution of customer-impacting issues.
The role of every team member at Jadu aligns with our values of honesty, quality, user-centric design, customer service, wealth generation, with mutual trust and respect. We support global customers and partners, which may require flexibility in working hours, occasional travel with overnight stays, and virtual meetings to collaborate across different time zones. Team members may also be expected to undertake additional duties as needed to support the success of the business.
Key Responsibilities:
* Embrace, drive and champion the integration of AI technologies into your daily workflows.
* Provide mentoring, technical support and direction to Support Engineers and Advisors, fostering a culture of collaboration, technical excellence, and innovation.
* Liaise with Product, Engineering, and Operations teams to resolve complex incidents, ensuring effective collaboration and timely resolution.
* Act as the technical escalation point for complex support issues, providing advanced troubleshooting and resolution.
* Collaborate with Product and Engineering teams to identify and resolve systemic issues, improving product stability and usability.
* Develop and maintain knowledge base articles, FAQs, and technical documentation to support team efficiency and customer self-service.
* Provide mentoring and guidance to Support Engineers, fostering a culture of learning and collaboration.
* Analyse support metrics to identify trends and opportunities for process improvement, implementing strategies to enhance efficiency and customer satisfaction.
* Participate in root cause analysis and post-incident reviews to identify and address underlying issues.
* Work closely with the Head of Customer Support to refine support processes and ensure alignment with organisational goals.
* Contribute to the planning and execution of training programs to enhance the technical capabilities of the support team.
* Ensure compliance with security and data protection standards across all support activities.
* Represent the Customer Support function in cross-departmental meetings and initiatives, advocating for customer needs and technical excellence.
* Stay up to date with advancements in relevant technologies and encourage the adoption of best practices within the team.
* Promote adherence to organisational policies and industry best practices.
* Provide regular performance reviews and insights to Jadu’s leadership team.
* Lead innovation by integrating emerging technologies, including AI, into support and internal processes.
Requirements & Skills
* Extensive experience in technical support or a related field, with a proven track record of resolving complex technical issues.
* Deep understanding of Jadu’s products and services or comparable SaaS platforms.
* Strong problem-solving and analytical skills, with the ability to conduct root cause analysis and implement effective solutions.
* Excellent communication and interpersonal skills, with the ability to collaborate across teams and engage with customers effectively.
* Experience mentoring and guiding team members to enhance their technical skills and performance.
* Proficiency in tools and technologies relevant to support operations, such as ticketing systems and monitoring tools.
* Knowledge of security and data protection standards applicable to customer support operations.
* Skills in incident management (USUP*), leading the resolution of complex incidents to minimise impact and prevent recurrence.
* Expertise in knowledge management (KNOW*), developing and maintaining resources that enhance both team and customer knowledge.
* Proficiency in problem management (PBMG*), identifying and addressing root causes of systemic issues to improve the overall quality of service.
* Familiarity with service level management (SLMO*), ensuring service level agreements are monitored and adhered to consistently.
* Relevant certifications in technical support or customer service management are highly desirable.
* Knowledge of accessibility standards (e.g., WCAG) and security frameworks (e.g., GDPR, ISO 27001).
Why this job matters
The Lead Support Engineer ensures that Jadu’s customers receive timely, high-quality technical support, directly impacting customer satisfaction and retention. By resolving complex issues, mentoring team members, and driving process improvements, this role contributes to Jadu’s mission to deliver accessible, innovative digital solutions.
Benefits of working at Jadu include:
* Generous annual leave plus public holidays
* Flexible working arrangements
* Comprehensive remote working infrastructure
* Continuous personal and professional development opportunities
* Inclusive private healthcare cover
* Competitive pension scheme
* Cutting-edge technology package
Jadu is a digital customer experience software and services company with global headquarters in Leicester and businesses in the USA and Australia. Recognised as one of the leading providers in this industry, we are expanding both the business and the products to reach a global market. We power some of the largest organisations in the world, reaching millions of users every day. Jadu is an Equal Opportunities Employer, and we genuinely believe that everyone is equal. Our values: https://jadu.net/directives
#J-18808-Ljbffr