Software Support Lead

Job description

**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.