Software Support Lead

Role objective:

We are seeking a highly capable Software Support Lead / Technical Project Manager to manage a global team of software support engineers and frontend/backend developers. This role is responsible for ensuring the stability, performance, and continuous improvement of internal, business-critical applications. It requires a unique combination of hands-on technical expertise, operational leadership, a customer-focused mindset, and strong mentoring capabilities.

The ideal candidate will possess a blend of technical leadership, software development knowledge, and cross-functional collaboration skills.

Technical Knowledge and Deliverables:

• Guide and Collaborate closely with developers on Angular applications (Angular CLI, RxJS, component-based architecture) and server-side logic handling CRUD operations.
• Experience in backend development/App Engine/Python and Jasmine/Karma unit testing
• Provide expert troubleshooting and debugging support and guidance, supporting server infrastructure and operations on Linux/Unix systems, including terminal and Bash scripting.
• Lead support activities for cloud-deployed applications (GCP) and serverless environments.
• Oversee BI and analytics environments (Power BI, Tableau, Looker), data modeling, ETL process design, and reporting optimization.

Client, Stakeholder Management & Product Ownership:

• Work closely with client and internal stakeholders to gather, document, and prioritize business and technical requirements, support product roadmap creation and backlog management and prioritisation
• Engage in product knowledge development, owning a deep understanding of internal applications, their business impact, operational workflows, and interdependencies.
• Identify operational risks, manage escalations, and proactively address issues impacting product reliability or customer experience.
• Work closely with leadership and client on continuous service improvement initiatives, data-driven decision making, and operational governance.

Team Management & Leadership:

• Lead and mentor a global team of software support engineers and full stack developers, fostering a high-performance, collaborative culture, managing team performance reviews, training plans, workload assignment, and escalation protocols.
• Mentor team members on coding standards, code reviews, technical troubleshooting, and product knowledge.
• Facilitate daily stand-ups, sprint planning, retrospectives, and project status updates in collaboration with agile development and support teams.
• Ensure operational and technical deliverables align with business objectives, customer needs, and support SLAs.

Required Skills & Qualifications

• BSc in Computer Science, IT, or a related or equivalent professional experience
• 8+ years of experience in software support operations, technical leadership, or a technical product owner/project manager role.

Strong understanding and skills in:

• Linux/Unix administration, Bash, and Shell scripting
• Python, JavaScript, TypeScript, HTML, CSS
• Kotlin (good to have)
• Angular framework, Angular CLI, RxJS, Jasmine, and Karma
• Relational (MySQL, PostgreSQL) and NoSQL (Firebase) databases
• Cloud infrastructure (Google Cloud Platform) and serverless architectures
• Networking fundamentals and troubleshooting
• Strong understanding of software development principles, SDLC, DevOps practices, and agile methodologies, CI/CD pipelines and agile project delivery
• Experience in BI tools (Power BI, Tableau, Looker), data modeling, and ETL/data cleaning processes is a plus.
• Experience conducting code reviews, setting coding standards, and troubleshooting complex technical issues, conduct root cause analysis,
• Ability to align technical deliverables with business objectives and operational priorities.
• Strong verbal and written communication skills, with the ability to explain complex technical concepts to non-technical audiences and influence decision-making.
• Experience in stakeholder relationship management, product knowledge development, and customer-centric service delivery.
• Proven experience in team leadership, workload management, performance management, mentoring, and coaching within technical teams.

Nice to have:

• Experience with technical project scoping, dependency tracking, and operational risk management.
• Demonstrated experience managing product backlogs, prioritizing support tickets, feature enhancements, and technical debt.