Support Engineering Manager

About This Opportunity

We are representing a well-funded payments infrastructure company seeking a Support Engineering Manager to join their growing technical support organization in the United Kingdom. Our client operates a global platform serving technically sophisticated enterprise customers, and their support function is embedded directly within Engineering as a critical technical discipline.

This is a leadership role with genuine scope. You'll co-manage a distributed team of Support Engineers spanning three continents, maintaining 24/7 coverage while holding the bar on quality, pace, and technical rigor. The team has consistently delivered strong results—including a customer satisfaction score of 4.8/5—and is now expanding into new functions and customer segments. You'll shape that growth.

Responsibilities

• Co-own day-to-day KPIs, metrics, and operational processes for the support function, with direct accountability for your team of Support Engineers
• Manage and develop a distributed team of 5+ engineers across Asia, Europe, and the Americas—their performance, growth, and delivery outcomes
• Drive operational excellence: perform quality assurance, review technical proposals and RFCs, and ensure consistent standards across the team
• Remain technically hands-on—debug API integrations, review logs, and step in during high-demand periods, escalations, and incidents
• Own triage, escalation, and incident management processes for your group, including leading communication through severe incidents and post-mortems
• Partner with Product and Engineering leadership to surface recurring technical issues, inform roadmap priorities, and represent customer needs
• Identify skill and knowledge gaps across the team and facilitate targeted training to close them
• Report on support performance and strategic initiatives to senior leadership with clear visibility across the organization

What We're Looking For

Essential experience:

• 5+ years managing people in a 24/7, geographically distributed support operation—this is non-negotiable
• Technical credibility to debug API integrations, troubleshoot SDK issues, and work through logs yourself when needed
• Proven track record as a steady, reliable operator—consistent performance day in, day out
• Strong written and verbal communication skills, comfortable presenting to cross-functional leadership
• Experience managing major incidents through to post-mortem and root cause analysis
• Familiarity with ticketing platforms (Jira, JSM, Zendesk) and ITSM or BI reporting solutions

Highly valued:

• 1-2 years in payments infrastructure or fintech, or strong B2B/SaaS technical support background
• Experience supporting developer-focused or API-first products

What to expect in this role:

• This is an operational leadership position—you'll spend time in ticket queues, troubleshooting issues, and managing day-to-day execution, not just strategy
• You'll be expected to step in and do the work yourself during busy periods, escalations, and incidents—this isn't purely a delegation role
• Consistency and reliability are graded harder here than at most organizations

How We Work With You

Our talent team at Get A Job.ai partners with exceptional companies to connect them with senior technical and leadership talent. When you apply through our platform, here's what happens:

• A recruiter from Get A Job.ai will review your application and conduct an initial screening conversation
• If there's a strong mutual fit, we'll prepare and submit your profile to our client for consideration
• Our client will then conduct their structured interview process, which typically includes a hiring manager interview, a role-specific challenge or case study, and a final values-alignment conversation
• We'll support you throughout the process with feedback, preparation, and guidance

Important: Please apply only through Get A Job.ai. Do not contact the client directly, as we are managing this search exclusively on their behalf.

Pay

Compensation details will be discussed during the screening process and will be competitive with the UK market for this level of role and experience.

Get A Job.ai is an equal opportunity recruiter. We are committed to fostering an inclusive hiring process and encourage applications from candidates of all backgrounds, experiences, and perspectives.