Engineering Support Lead - Tier 3

As Engineering Support Lead , you'll be responsible for how our most complex customer and technical issues are escalated, coordinated, and resolved across Engineering.

In the short term , you'll bring leadership, structure, and stability to our existing Tier 3 Engineering Support team , ensuring:

• T3 cases are stable and reducing
• Defect tickets are controlled, visible, and trending down
• Response and closure times meet agreed standards

Over time, you'll help evolve our operating model so that:

• Product teams own resolution within their domains
• A central Engineering Support function focuses on enablement, governance, incident coordination, and insight

This is a critical role in scaling Engineering support while maintaining excellent customer experience .

What you'll be accountable for:

Lead & develop Engineering Support

• Recruit, coach, and performance-manage the Engineering Support (T3) teamEnsure the team is well-trained, confident, and high-performing

Own escalation & defect management

• Track all Tier 3 escalations from Tier 2
• Ensure clear ownership, prioritisation, routing, and visibilityMake sure defects are correctly owned by domain teams and fed into roadmap planning

Improve processes & knowledge

• Define escalation standards, tooling, and guidance
• Maintain a high-quality support knowledge baseDrive best practices, documentation, and continuous improvement

Collaborate & influence

• Work closely with the CTO, Directors, Product, and Engineering leads
• Represent Engineering Support in leadership and planning forumsCommunicate progress clearly - stakeholders should always feel informed

Turn data into insight

• Review issue and defect trends
• Identify root causes and systemic problemsFeed actionable insight back into Engineering and Product decisions

What success looks like

Stable and reducing Tier 3 case volumes Stable and reducing defect tickets Clear, consistent response and closure times for T3 cases Strong ownership and visibility across Engineering Stakeholders trust the process - and the outcomes

Do you have experience in Technical support?, A technical support or engineering support background (Tier 3 or equivalent) Strong technical understanding and the confidence to challenge constructively Excellent stakeholder management and communication skills A process-oriented mindset - you bring structure without slowing teams down Proven experience leading or mentoring technical teams Customer-facing experience and a genuine care for service quality The ability to balance short-term incident management with long-term improvement

Leadership experience in a product-led or SaaS environment is a big plus

At Epos Now , we build smart technology that helps businesses run better - from point of sale and payments to banking and data-driven insights. We're a fast-growing tech company with global reach, big ambitions, and a strong engineering culture that values ownership, clarity, and continuous improvement. Our Engineering teams are organised into product-led domain tribes , and as we scale, so does the need for strong, structured, and customer-focused technical support at the highest level.