Job DescriptionAbout the roleAre you a people-first support leader who enjoys solving technical problems, developing high-performing teams, and improving how support works at scale?
At The Adaptavist Group, we're looking for a Software Support Team Lead to help shape and lead a team delivering exceptional support across our product suite. This is a role for someone who cares deeply about customer outcomes, enjoys coaching technical support professionals, and knows how to balance day-to-day delivery with continuous improvement.
You'll mentor and guide a team of Software Support Engineers, helping them do their best work while ensuring we deliver a high standard of service to our customers. You'll work closely with the Head of Product Support and Support Operations Manager to improve processes, strengthen team performance, and provide insight into what's working and what needs attention.
Because many of our products enable customers to create their own functionality using Groovy and JavaScript, this role also needs someone with solid technical understanding and confidence working with code.
What you'll be doing- Lead, mentor, and develop a team of Software Support Engineers
- Run 1:1s, performance reviews, and support career development
- Help manage workloads, team coverage, and onboarding for new hires
- Act as an escalation point for high-risk tickets, incidents, and service issues
- Lead incident response and post-mortem activities
- Monitor support queues, team performance, and key support metrics
- Identify operational improvements across processes, tooling, and training
- Work closely with cross-functional teams to share customer insights and improve support outcomes
- Contribute to documentation, knowledge sharing, and team training
QualificationsWhat we're looking for- Experience with support platforms such as JSM, Zendesk, or similar
- Hands-on experience with Atlassian products, including Jira, Confluence, and/or Bitbucket
- Familiarity with REST/Java APIs, ideally in the Atlassian ecosystem
- Experience writing code - Groovy or JavaScript/TypeScript preferred
- Experience working with cloud-hosted products such as AWS or Azure
- Strong written and verbal communication skills in English
- Experience leading or managing a support team
A few nice to haves- Degree in Computer Science or equivalent experience
- Knowledge of SDLC processes
- Previous incident management or project management experience
- Familiarity with ISO/security standards
- Understanding of AI best practices and safety
Additional InformationNot ticking every box? That's totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At ScriptRunner, part of TAG, we're dedicated to creating a diverse and welcoming team. If you're passionate about this role and keen to learn and grow with us, we encourage you to apply, even if you don't have everything that's listed just yet.
Drop us your application, we'd love to hear from you!
What to expectWe have published some support on Interviewing with us to try to alleviate any pre-interview anxieties, here you'll find information to help you prepare and ace an interview at TAG.
You can read them here
Videos To Watchhttps://youtu.be/vnFBQSRzZ_8?si=x_Y8jbnsQlteJgEF
