Head of Technical Support

About This Opportunity

We are representing a confidential travel technology organization seeking a Head of Technical Support to lead their technical support function in London (hybrid, 2 days onsite). Our client is rebuilding infrastructure for the global travel industry, backed by top-tier investors, and they need an experienced leader to scale their support operations as their API platform grows.

In this role, you'll lead a team of Technical Support Engineers, establish quality standards, and ensure customers receive dependable technical support as their integrations increase in complexity. You'll balance hands-on involvement in escalations with strategic development of processes, tooling, and team capability.

Responsibilities

• Lead, coach, and develop the Technical Support Engineering team; set clear expectations, provide regular feedback, and manage performance
• Establish and maintain quality standards for technical investigation, customer communication, case ownership, and follow-through
• Build a dependable support operation with effective triage, prioritization, queue management, and escalation paths
• Strengthen the team's technical capability in investigating API behaviour, interpreting logs and traces, reproducing integration issues, and distinguishing platform from configuration problems
• Lead significant customer escalations, coordinating responses and maintaining clear communication through resolution
• Collaborate with Engineering, Product, Partner Engineering, and Operations teams; provide actionable escalation reports with evidence and reproduction steps
• Identify recurring problems and translate them into clear product and documentation improvements
• Develop troubleshooting guides, internal knowledge bases, and customer-facing documentation
• Monitor support metrics (response times, resolution performance, case aging, customer feedback) and use evidence to guide investment decisions
• Plan staffing and coverage to meet customer needs and service commitments while maintaining sustainable team workload

What We're Looking For

Required Experience and Skills:

• Proven experience managing and developing a technical support or support engineering team serving business customers
• Track record of improving customer outcomes and support operations
• Strong technical understanding of APIs, HTTP, authentication, webhooks, and integrations with practical depth to guide investigations
• Comfort working with logs, SQL, and scripts to investigate problems and improve workflows
• Experience handling high-stakes customer escalations where cause or resolution is initially uncertain
• Ability to explain technical issues clearly to developers, business stakeholders, and senior leadership
• Sound judgment regarding urgency, customer impact, and competing priorities
• Demonstrated success in hiring, coaching, performance management, and delegation
• Ability to influence Product and Engineering teams through clear reasoning and evidence
• Comfort building and improving functions in growing companies while remaining involved in day-to-day work

Valuable Additional Experience:

• Supporting an API platform, developer product, or infrastructure business
• Working with enterprise customers running production integrations
• Leading support across multiple time zones
• Improving support tooling, knowledge management, self-service, or automation
• Experience in travel technology, payments, or industries with complex external dependencies

How We Work With You

Candidates apply directly through Get A Job.ai. Our talent team will screen applications and conduct initial conversations to understand your background and what you're looking for. We then submit qualified candidates to our client for consideration. Please do not attempt to contact the client directly—all communication goes through our recruiting team to ensure a smooth, professional process.

Pay

Compensation details will be discussed during the screening process based on your experience and the client's budget for this role.

Equal Opportunity: Get A Job.ai is committed to equal employment opportunity. We evaluate candidates based on qualifications and experience without regard to age, sex, disability, sexual orientation, race, religion, or belief.