Product Support Lead

Salary: £55,000 - 65,000 per year

Requirements:

• Proven experience in a technical support or product support environment, with the ability to manage complex customer issues.
• Previous leadership experience or the ambition to step into a role where you can build and develop a support function.
• Strong troubleshooting skills across IP networking environments and hardware-based technologies.
• A customer-focused mindset with excellent communication and stakeholder management skills.
• Experience with ITIL principles and service management best practices.
• A proactive approach, with a passion for continuous improvement and delivering exceptional customer service.
• The ability to collaborate effectively with engineering and cross-functional teams in a fast-paced environment.

Responsibilities:

• Take ownership of the end-to-end support function and act as the primary escalation point.
• Deliver hands-on technical support, managing complex customer issues and high-priority incidents.
• Develop and enhance support processes, service standards, and ITIL-aligned best practices.
• Build and grow a scalable multi-tier support team, fostering a culture of knowledge sharing and customer focus.
• Act as a trusted technical advisor, providing customer consultancy, training, and best practice guidance.
• Collaborate closely with engineering and product teams to drive issue resolution and continuous improvement.
• Contribute to product development through customer feedback and insights.
• Occasional UK travel and rare international travel may be required.

Technologies:

• Hardware
• Support
• ITIL
• Security

More:

We are partnering with an innovative and fast-growing secure communications company at the forefront of hardware encryption technology, based in the heart of Derbyshire. We develop cutting-edge solutions that protect mission-critical IP data for customers with the most demanding security requirements. This is a rare opportunity to join a highly talented and collaborative engineering environment, take ownership of a critical support function, and help build a best-in-class team from the ground up. The role offers a hybrid working pattern, permanent employment, clear progression into support leadership and service management, 25 days holiday with buy/sell options, up to 10% bonus, 4% company pension contribution, free on-site EV charging, a flexible working culture within an office-based role, and opportunities to expand into testing, training, and deeper product expertise.

last updated 31 week of 2026