Software Support Team Lead
Primary stack
Nice to have's
Job description
About the Position
We are seeking a Software Support Team Lead to guide, mentor, and support our team of Software Support Engineers in delivering best-in-class support to our customers.
Responsibilities
People Leadership
- Lead, mentor, and develop a team of highly skilled Support Engineers
- Set clear expectations and provide regular feedback through 1-2-1s and performance reviews
- Support the professional development of your team members
- Manage team workload, priorities, and planned leave to help ensure SLA and KPI targets are met
- Support hiring activities and help maintain effective onboarding resources
- Create training materials that help the team confidently handle new and complex issues
- Help resolve team challenges and conflicts in a constructive way
Support Leadership
- Take ownership of customer outcomes and ensure support tickets are resolved to a high standard
- Act as an escalation point for tickets or situations involving commercial risk
- Lead incident management processes, support the team during critical incidents, and run post-mortem reviews
- Identify opportunities to improve the experience for customers, the business, and the support team
- Build strong business cases for ideas and influence stakeholders to drive positive change
- Build strong relationships with Customer Success, Product, and Development teams
- Share data-driven voice-of-the-customer insights across the business
- Translate business and product strategy into actionable updates for the team
- Chair stand-ups, facilitate workshops, and lead team meetings
- Foster a collaborative, respectful, and inclusive team culture
Support Operations
- Work with support metrics such as CSAT, FRT, RoR, SLA performance, and ticket volumes
- Collaborate with leadership and cross-functional teams to meet KPIs, SLAs, and OKRs
- Monitor support queues and ensure work is delivered in line with best practices and standards
- Analyze trends and identify opportunities to improve team performance and customer experience
- Highlight quality concerns and operational challenges, providing clear recommendations to management
- Work with the Support Operations Manager to improve tooling and automations
- Assess the impact of process changes and share feedback with relevant stakeholders
- Contribute to knowledge base content, internal documentation, and training materials
Requirements
- Experience managing customer support software such as JSM, Zendesk or similar
- Hands-on experience using, supporting, or administering Atlassian products, including Jira, Confluence, and/or Bitbucket
- Familiarity with REST APIs and Java APIs, ideally including Atlassian APIs and how vendor plugins interact with them
- Experience writing code, preferably in Java/Groovy or JavaScript/TypeScript
- Experience working with products hosted on cloud platforms such as AWS or Azure
- Excellent written, verbal, and visual communication skills in English
Nice to Have
- Bachelor’s degree in Computer Science or equivalent practical experience
- Knowledge of Software Development Life Cycle (SDLC) processes
- Previous incident management and/or project management experience
- Familiarity with ISO/security standards
- Awareness of AI best practices and safety
We Offer
- Generous holiday (PTO) allowance
- Flexible working hours
- MacBooks for all employees
- Additional support for fully remote workers to set up their home offices
- Exceptional Time Away Policy including 26 weeks of fully paid leave for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS
- Trusting, flexible, remote-first way of working
About the Company
Working at The Adaptavist Group
The Adaptavist Group is a global family of companies with a common goal. We combine the best of teamwork, technology, and processes, helping all kinds of businesses be better today and tomorrow.
We are experts at delivering enterprise software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, GitLab, monday.com, and Aha!
We make change happen. From anywhere.
Equal Opportunities
At The Adaptavist Group, we are committed to promoting a diverse and inclusive community and believe this positively impacts both the creation of our innovative products and our delivery of bespoke solutions to our global customers and our own unique culture. We encourage all qualified applicants, regardless of age, disability, race, sexual orientation, religion or belief, sex, gender identity, pregnancy and maternity, marriage, and civil partnership status.
Recruitment Fraud Notice
We are aware of recruitment scams where individuals or organizations may falsely claim to represent us. We take this seriously and are committed to protecting candidates throughout our hiring process.
We will never ask for any form of payment, fees, or financial commitment at any stage of recruitment, including applications, interviews, onboarding, or equipment provision.
Most of our recruitment communications are sent from our system, SmartRecruiters, and may come from addresses such as @smartrecruiters.com. All our emails are signed off by The Talent Team @ The Adaptavist Group.
If you are ever unsure about the authenticity of a message or job offer, please verify it via our official careers channels before responding.
Job Location
Location: Malaysia
Employment Type: Full-time
Job Field: Customer Success and Support
Interested?
Drop us your application, we’d love to hear from you!
© Adaptavist - Ukraine (formerly Rozdoum). This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
Adaptavist is a global technology and innovative solutions provider founded in 2005, helping organisations boost agility and overcome the challenges of digital transformation. Five key practices shape our offerings: agile, DevOps, ITSM, cloud, and work management. We are part of The Adaptavist Group, whose global team exceeds 1,000 people, proudly counting more than half of the Fortune 500 among their 22,000+ customers.No matter where your business is on its transformation journey, we work in partnership with you, helping you on the right path to success. We focus on getting to the bottom of the challenge you are trying to solve first, finding the best approach and solution to meet your needs and maximise your investment in digital.As a leading Atlassian Platinum Solution and Marketplace Partner and a strategic trusted partner of AWS, GitLab,monday.comand more, working with us gives you unlimited access to a wealth of certified experts with vast experience in helping organisations like yours get more from their digital investments.Our key capabilities include:— Agile transformation: From choosing the right process framework and tools to go with it, to changing your mindset to one that embraces innovation and autonomy—our world-class agile experts will support you to getting your agile transformation right.— Cloud migration and optimisation: As experts in cloud migrations, including being a four-time winner of cloud-related Atlassian Partner of the Year awards and an AWS Advanced Consulting Partner, we’re the ideal partner for helping you wherever you are on your cloud journey.— DevOps: Our complete DevOps solutions focus on aligning your people, tools, and processes that address real business needs and inefficiencies to help you deliver better software faster.— ITSM and ESM: Our extensive service management knowledge and experience, combined with Atlassian JSM expertise and breadth of strategic technology partnerships, enable technology and business teams to accelerate and deliver exceptional service experiences.— Work management: Our experts build more engaged teams with collaboration tools that streamline project management and automate routine tasks wherever you work, thus reducing silos and improving productivity.Other solutions include licensing, training, consultancy, trusted managed services, and high-performing apps, supporting our customers to become a digital-first, future-ready business.