Software Support Lead

About the role

Role objective:

We are seeking a highly capable Software Support Lead / Technical Project Manager to manage a global team of software support engineers and frontend/backend developers. This role is responsible for ensuring the stability, performance, and continuous improvement of internal, business-critical applications. It requires a unique combination of hands-on technical expertise, operational leadership, a customer-focused mindset, and strong mentoring capabilities. The ideal candidate will possess a blend of technical leadership, software development knowledge, and cross-functional collaboration skills.

Technical Knowledge and Deliverables: - Guide and Collaborate closely with developers on Angular applications (Angular CLI, RxJS, component-based architecture) and server-side logic handling CRUD operations.

- Experience in backend development/App Engine/Python and Jasmine/Karma unit testing

- Provide expert troubleshooting and debugging support and guidance, supporting server infrastructure and operations on Linux/Unix systems, including terminal and Bash scripting.

- Lead support activities for cloud-deployed applications (GCP) and serverless environments.

- Oversee BI and analytics environments (Power BI, Tableau, Looker), data modeling, ETL process design, and reporting optimization.

Client, Stakeholder Management & Product Ownership: - Work closely with client and internal stakeholders to gather, document, and prioritize business and technical requirements, support product roadmap creation and backlog management and prioritisation

- Engage in product knowledge development, owning a deep understanding of internal applications, their business impact, operational workflows, and interdependencies.

- Identify operational risks, manage escalations, and proactively address issues impacting product reliability or customer experience.

- Work closely with leadership and client on continuous service improvement initiatives, data-driven decision making, and operational governance.

Team Management & Leadership: - Lead and mentor a global team of software support engineers and full stack developers, fostering a high-performance, collaborative culture, managing team performance reviews, training plans, workload assignment, and escalation protocols.

- Mentor team members on coding standards, code reviews, technical troubleshooting, and product knowledge.

- Facilitate daily stand-ups, sprint planning, retrospectives, and project status updates in collaboration with agile development and support teams.

- Ensure operational and technical deliverables align with business objectives, customer needs, and support SLAs.

Required Skills & Qualifications - BSc in Computer Science, IT, or a related or equivalent professional experience

- 8+ years of experience in software support operations, technical leadership, or a technical product owner/project manager role.