Technical Support Manager (SaaS)

We’re looking for a Technical Support Manager to lead our 1st and 2nd line support team, reporting to our CTO.

This isn’t a “keep the queue moving” job. You’ll run the day-to-day: the rota, escalations, performance and morale. You’ll also step back far enough to transform the processes, tooling and metrics underneath it all. Most people are good at one half. We need someone credible at both.

Our platform handles sensitive employee and HR data, so support quality and security go hand in hand. Our support processes sit within our ISO 27001-aligned information security management system.

What You’ll Be Doing

• Leading 1st and 2nd line support day to day: rota, workload balancing, coaching and performance management
• Being the senior point of escalation for complex tickets and customers, and getting hands-on with technical issues when needed
• Being hands on - you will be fluent in SQL and using API’s to diagnose issues and resolve problems.
• Setting and owning the team’s SLAs and KPIs, and reporting openly on how we’re doing
• Hiring, onboarding and developing the team as we grow
• Auditing our support tooling, knowledge base and workflows, and building a data-led case for change
• Owning the support tooling roadmap, including automation, self-service and AI-assisted triage where it really cuts resolution times
• Designing and embedding a clear 1st * 2nd * escalation model, so every ticket always has an owner
• Building metrics that matter: time to resolution, first-contact resolution, escalation rate and CSAT
• Partnering with Product and Engineering to feed customer pain into the roadmap and keep support ahead of releases
• Building a knowledge base and self-service resources that reduce inbound volume

To succeed in this role, you’ll need to lead with empathy and think in metrics.

Essential:

• Experience running a 1st/2nd line (or similar tiered) support team at scale
• A track record of leading a support transformation: new tooling, processes and metrics
• Confidence evaluating helpdesk/ITSM platforms and vendors
• Hands-on technical ability, happy to resolve complex tickets yourself
• Strong people management and coaching skills
• Structured and calm under pressure, whether it’s a major incident or a difficult escalation
• Fluency in SQL and API’s.
• Experience in, or a strong instinct for, a security- or compliance-conscious environment (SaaS, fintech, healthtech, HR tech or similar)

Desirable:

• Experience supporting SaaS or other sensitive-data products
• Familiarity with ISO 27001 as it applies to support (access control, incident and data handling)
• Experience introducing AI-assisted support tooling
• ITIL or other service management framework experience

• The option to buy up to 5 extra days’ holiday each year
• Enhanced maternity & paternity leave
• Company pension & life insurance (3x salary)
• Company-funded BUPA health cash plan from day one
• Employee Assistance Programme and 24/7 virtual GP
• Paid volunteer time
• Referral programme
• A strong learning environment with real opportunities to grow

Ready to Apply? If you’re someone who can run a team well today while building how support works tomorrow, we’d love to hear from you.

Job Types: Full-time, Permanent

Pay: From £38,000.00 per year

At edays, we’re on a mission to transform how organisations manage absence. Trusted by over 1,400 companies across 120 countries and available in 25 languages, our platform is one of the leading absence management solutions, with lots more to come!

But what really sets us apart? Our people.

We’re a human-centred business where you can truly be yourself. No politics, no egos, just one team working together to create something exceptional. Whether you’re celebrating a win at work or taking time to recharge, we support you to live your best life.