Technical Support Manager

Hours: Monday – Friday
Job Type: Full-time, Permanent
Salary: £45,000-£55,000 per annum
Hybrid role: 3 days in the office weekly

Job Description

As our Technical Support Manager, you will lead our technical support team and 
oversee the implementation of mpro5. This role involves managing a team of Technical 
Support Engineers, Technical Support Analysts, and Solutions Architects. You will ensure 
exceptional customer support, driving customer satisfaction and operational efficiency.

Key Responsibilities 

This is a varied role that will depend on the requirements and activities of the team but 
will broadly encompass the below responsibilities.

• User Stories and Acceptance Criteria:

  • Write clear, concise, and comprehensive user stories and acceptance criteria for new features and enhancements.

  • Collaborate with product managers, developers, and stakeholders to ensure user stories are well-understood and actionable.

• Product and Customer Research:

  • Conduct research to gather insights on customer needs, market trends, and competitive landscape.

  • Analyse customer feedback and usage data to inform product decisions and improvements.

• Feature Review and Documentation:

  • Review and validate features against acceptance criteria to ensure they meet quality standards.

  • Document features, manage tickets, and contribute to release notes.

• Organising and Documenting Feature Workshops:

  • Plan and facilitate feature workshops to gather requirements and feedback from stakeholders.

  • Document outcomes and action items from workshops to guide development efforts.

• Product Presentations:

  • Prepare and deliver product presentations to internal teams and external stakeholders.

  • Communicate research, feature and release updates effectively.

• Market Research/Analysis and Documentation:

  • Conduct market research to identify industry trends, emerging technologies, and competitive products.

  • Document research findings and provide actionable insights to the product team.

• Industries and Technologies:

  • Conduct in-depth analysis of various industries to identify opportunities for product enhancement.

  • Stay informed about the latest technologies relevant to process management and SaaS.

• Competitor Analysis:

  • Monitor and analyse competitors’ products, features, and strategies.

  • Provide detailed reports on competitive positioning and recommend strategic actions.

Person Skills

• Bachelor’s degree in Business, Marketing, Computer Science, or a related field.

• An understanding of software development processes. 

• Excellent written and verbal communication skills. 

• Proficiency in using project management and collaboration tools (e.g., Jira, Confluence, Trello). 

• Strong analytical and problem-solving skills. 

• Ability to work independently and manage multiple tasks simultaneously.