About the role
InPost is one of Europe's fastest‑growing parcel delivery networks, and our Automated Parcel Machines (APMs) are at the heart of what we do. As Technical Support Team Lead, you'll serve as the senior technical voice who keeps the team moving, standards high, and the APM network running smoothly.
Responsibilities
* Act as the first point of escalation for the Technical Support Engineer team, ensuring complex issues are resolved efficiently and in line with SLA targets.
* Deputise for the Technical Support Manager when required, managing team operations, reporting, and stakeholder communications.
* Provide day‑to‑day guidance, support, and mentorship to a team of Technical Support Engineers, helping them develop their skills and confidence.
* Monitor and analyse APM logs using Grafana, Zabbix, Kibana and Elasticsearch to identify trends, recurring faults, and emerging risks.
* Write, edit, and maintain SQL scripts to extract data, support root‑cause analysis, and build automated reporting solutions.
* Contribute to weekly and ad‑hoc reporting on APM performance, call‑out trends and incident root causes.
* Lead and contribute to the creation and maintenance of technical documentation, ensuring it remains accurate and accessible.
* Support the onboarding and training of new team members and external stakeholders on APM operations and tooling.
* Collaborate with R&D teams in the UK and Poland to give feedback on recurring issues and contribute to the development of smarter solutions.
* Stay ahead of upcoming software, hardware and firmware changes, ensuring the team is prepared and changes are implemented smoothly.
Qualifications
* Several years of experience in a technical support or IT engineering environment, with some exposure to leading or mentoring others.
* Strong working knowledge of SQL and experience with monitoring and observability tools such as Kibana, Elasticsearch, Grafana or Zabbix.
* Solid understanding of Linux, cloud administration and JavaScript or similar scripting.
* A genuine passion for electrical and mechanical engineering and how systems interconnect.
* Excellent communication skills, able to translate complex technical issues for non‑technical audiences and build strong relationships across cultures and locations.
* A solutions‑focused mindset with the ability to stay calm, prioritise effectively and drive resolution under pressure.
* Strong documentation skills and attention to detail.
* Proficiency in Microsoft Excel, Word and PowerPoint for reporting and presentations.
Technical skills
* Elasticsearch & Kibana
* SQL
* Linux
* JavaScript
* Cloud administration
* ITIL awareness (Incident and Problem Management)
Benefits
* Enhanced Annual Leave – 26 days plus the option to buy additional days per year.
* Vitality Health Care coverage.
* Work from anywhere – 4 weeks per year.
* Enhanced parental leave.
* Rail loan – purchase an annual season ticket and arrange an interest‑free repayment.
* Volunteering days – paid day to make a difference.
* Hybrid working – 3 days per week in the office (role suitability dependent).
We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.
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