Product Support Lead

Product Support Lead

Location: Remote with monthly visits to Warrington office (must live within 2 hour commute)

Why: Award winning & growing Software Vendor

A well respected and award winning Software Vendor are looking for a Software Support Lead to take ownership of how they deliver support across product portfolio. This is a hands-on leadership role that combines technical depth, operational judgement and people leadership, offering the opportunity to shape how support and internal systems evolve as the business continues to scale.

You'll sit at the intersection of customer support and development, playing a critical role. You will also contribute to the stability and security of systems that underpin all products. As they continue to adopt AI this role will also help explore and build AI-enabled tools that enhance the quality and responsiveness of product support.

Product Support Lead - Responsibilities

Lead and mentor a support team member, setting standards for quality and responsiveness

Work with our customer support and engineering teams to identify issues, ensure customer-facing teams have the right information, and ensure support tickets are triaged and prioritised appropriately

Identify gaps or improvements in escalation processes

Design, maintain and improve CI/CD pipelines alongside DevOps teams

Perform basic administration of SQL Server and Azure SQL, with awareness of MongoDB and Postgres

Explore and help build AI-powered agentic tools to improve support triage, response quality, and efficiency

Product Support Lead - Requirements

Experience in a similar role i.e. software support, product support, DevOps

Strong knowledge of systems with excellent problem-solving skills

Experience of leading or mentoring team members in a support or technical operations environment

Proven ability to triage, prioritise, and manage support workflows across multiple products

Experience designing and maintaining CI/CD pipelines (e.g. Azure DevOps, GitHub Actions, or similar)

Comfortable with automation and scripting — strong PowerShell, with working knowledge of Bash and Azure CLI

Understanding of infrastructure-as-code tools (ARM templates, Terraform, Bicep, or similar)

Secure configuration of infrastructure, including secrets and credential management

Basic SQL Server / Azure SQL administration

Backup, recovery, and business continuity experience, including understanding of RPO/RTO

Code literacy — ability to read and understand C#, VB, JavaScript, and other common application languages at a working level

Excellent communication skills, comfortable liaising with engineering teams, customers, and reseller partners

For more information, please contact Katie at Matched Group.

Software Support Lead / Software Support Manager / DevOps / Product Support Lead / Product Support Manager