Lead Support Engineer

Applicants must be authorized to work for any employer in the country in which the role is being hired. We are unable to sponsor or take over sponsorship of an employment visa at this time. What You'll Do Mark43 is seeking a hands-on Lead Support Engineer to lead our growing UK Support team, which supports mission-critical public safety systems for customers including Greater Manchester Police (GMP). This role combines people leadership with active participation in day-to-day technical support. You will manage a team of Junior Support Engineers and Support Engineers while remaining closely involved in the support queue—responding to tickets, conducting initial triage, setting priorities, delegating work, and supporting complex investigations. You will be responsible for ensuring that customer issues are handled efficiently, professionally, and in line with agreed service levels. You will also act as an escalation point for critical P0 and P1 incidents and participate in an on-call rota. The successful candidate will be a confident people manager with a strong technical support background. You should be comfortable switching between coaching team members, coordinating incident response, communicating with customers, and investigating technical issues directly. Key Responsibilities Team Leadership and Management • Manage, support, and develop a team of Junior Support Engineers and Support Engineers. • Provide day-to-day direction, coaching, mentoring, and technical guidance. • Hold regular one-to-one meetings and support performance reviews and career development planning. • Set clear expectations and ensure consistent standards of customer service, technical investigation, and ticket documentation. • Monitor team workload, performance, wellbeing, and operational coverage. • Support the recruitment, onboarding, and training of new team members. • Identify knowledge or skills gaps and coordinate appropriate training and development. • Foster a collaborative, accountable, and customer-focused team culture. • Work closely with the UK Support Engineer Manager on team planning, priorities, processes, and operational improvements. Ticket Management and Triage • Actively participate in the support queue and serve as a point of contact for customer requests received by phone, email, and the ticketing system. • Perform initial triage of incoming tickets, including: assessing business impact, severity, and priority; confirming that sufficient information has been provided; identifying immediate troubleshooting or containment steps; assigning tickets to the appropriate team member; escalating issues when specialist Engineering or Product input is required. • Balance and delegate work based on ticket priority, engineer availability, skills, and development needs. • Monitor ticket progress, service levels, customer communications, and ageing cases. • Take ownership of complex, high-priority, or sensitive support cases where appropriate. • Ensure customers receive clear, accurate, and timely updates. • Review ticket quality and ensure investigations, decisions, and resolutions are properly documented. Technical Support and Investigation • Investigate and resolve technical issues across frontend, API, backend, workflow, and data-related areas. • Reproduce reported problems and distinguish product defects from configuration, data, environment, or user-related issues. • Perform hands-on technical work, including: writing and executing SQL queries where authorised; reviewing application logs and monitoring information; investigating REST APIs and JSON payloads; debugging application behaviour; developing small JavaScript or TypeScript scripts; supporting data remediation and configuration activities. • Propose and, where