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 Derbyshire, we develop cutting-edge solutions that protect mission-critical IP data for customers with 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. We offer a hybrid working arrangement, a flexible office-based culture, 25 days holiday with the option to buy or sell up to 5 days, a bonus scheme of up to 10%, a 4% company pension contribution, free on-site EV charging, and opportunities to expand into testing, training, and deeper product expertise. last updated 25 week of 2026