Technical Support Team Lead Engineering · Derby ·

What You’ll Do

Lead and support the Technical Support Analysts, providing coaching, guidance, and regular feedback.

Manage ticket flow: monitor queues, allocate work, and ensure SLAs and priorities are met.

Act as the escalation point for complex customer issues, troubleshooting independently and collaborating with engineering and product teams when needed.

Ensure quality and consistency across all customer communications.

Identify recurring issues and work with internal teams to suggest fixes, improvements, or automation.

Maintain and improve knowledge bases, FAQs, and processes to enhance the customer experience.

Share insights and feedback with product, engineering, and customer success teams to improve our platform.

Help manage the support rota, including out-of-hours coverage, ensuring fairness and service continuity.

What We’re Looking For

Experience in a technical support, service desk, or customer-facing troubleshooting role, ideally in a SaaS or technology-driven business.

Previous experience mentoring or leading others (formal line management experience is a plus).

Strong technical troubleshooting skills, with confidence handling escalations.

Comfortable using browser developer tools, cloud platforms and running SQL queries for investigations.

Highly organised, with the ability to balance workload distribution and competing priorities.

Customer-first mindset: empathetic, professional, and focused on positive outcomes.

Clear communicator, both when coaching your team and when working directly with customers.

Proactive and accountable, with the resilience to lead by example in a dynamic environment.

Keen to learn and develop your leadership and technical skills further.

Location and Work Environment:Our hub is in

Derby , but the role is

fully remote and flexible . You’ll be part of a

collaborative, supportive team

with opportunities for growth and development in a fast-moving SaaS business.If you’re excited about working with cutting-edge

supply chain technology

in a role that blends

technical problem-solving with customer success , we’d love to hear from you!Job title:

Technical Support Team LeadDepartment:

Service DeliveryResponsible to:

(line manager)CIOSalary bracket:

£36,000-£45,000Inclusivity statementAt Orderly, we value diversity, creativity, and continuous learning. We encourage candidates from all backgrounds to apply, even if they don''t meet every listed requirement. We believe in the potential for unique perspectives to drive innovation and success. If you are passionate, have a commitment to growth, and a willingness to learn, we invite you to apply. We are excited to welcome individuals who bring fresh ideas and diverse experiences to contribute to our dynamic team and help us achieve our collective ..... full job details .....