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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Team Lead (UK - Reading) - **Company:** Island - **Location:** Reading, UK (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Proxy Servers, Software Documentation, Cyber Security, Data as a Services, Information Leak Prevention, Domain Name System (DNS), Log Analysis, Virtual Desktops, OpenID, Zero Trust Network Access, Security Assertion Markup Language (SAML), Software Troubleshooting, Firewalls (Computer Science) - **Published:** September 10, 2026 - **Apply:** https://www.collegerecruiter.com/job/2858085703-technical-support-team-lead-uk-reading ## About the Role * 5+ years in a deep technical support or engineering role supporting Enterprise B2B SaaS, Cybersecurity, or Infrastructure products. * 2-3 years of experience as a Team Lead or Manager directly leading technical teams (ideally in an in-office or hybrid hub environment). * Must love staying technical-willingness to roll up your sleeves, reproduce bugs, analyze network logs, and jump on live calls with enterprise CISOs. * Strong troubleshooting DNA across: Identity & Auth (SAML, OIDC), Enterprise Networking (Proxies, Firewalls, DNS), and Operating System internals. * Exceptional communication skills with the ability to translate complex technical issues into clear updates for both customers and internal executives., * Deep domain experience in Cybersecurity/SASE, Zero Trust Architecture, DLP (Data Loss Prevention), or Virtual Desktops (VDI/DaaS replacement). * Working familiarity with Chromium-based environments or endpoint management. * Experience utilizing support analytics and leveraging automation/AI tools to optimize queue workflows. ## Description We're looking for an experienced, hands-on Technical Support Team Lead to spearhead and grow our EMEA footprint. In this role, you will lead a local team of Technical Support Engineers who work one day per week in our Reading office, maintaining an elite technical bar and delivering an exceptional customer experience., * Lead, mentor, and develop a high-performing team of local Technical Support Engineers in our Reading office. * Conduct regular in-person 1:1 meetings, performance reviews, and milestone career development planning. * Foster a collaborative, on-site hub culture of accountability, ownership, continuous learning, and customer obsession. * Drive local hiring, onboarding, and training execution as the Dallas hub continues to scale through 2026. * Manage physical team scheduling, local workload balancing, and seamless follow-the-sun office escalation coverage. Technical Excellence & Escalation * Act as the final technical escalation point within your local pod for highly complex enterprise security issues. * Drive root-cause analysis (RCA) and partner closely with Tel Aviv-based R&D to ensure long-term bug resolutions. * Enforce and elevate high-quality troubleshooting, log analysis, and documentation standards across the team. Operational Health * Monitor and optimize key support KPIs, including SLA compliance, CSAT, First Response Time, and Backlog health. * Identify process bottlenecks and introduce automation or workflows to streamline support delivery. * Own local incident management and high-touch customer communication during critical enterprise outages or security events. ## Related Videos - [Keeping applications secure by evolving OAuth 2.0 and OpenID Connect](https://www.wearedevelopers.com/videos/100152-keeping-applications-secure-by-evolving-oauth-2-0-and-openid-connect) - [Progressive Delivery in Kubernetes](https://www.wearedevelopers.com/videos/949-progressive-delivery-in-kubernetes) - [Exploring the Power of gRPC-Gateway for Writing RESTful Services](https://www.wearedevelopers.com/videos/2072-exploring-the-power-of-grpc-gateway-for-writing-restful-services) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Delegating the chores of authenticating users to Keycloak](https://www.wearedevelopers.com/videos/1558-delegating-the-chores-of-authenticating-users-to-keycloak) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers)