The Opportunity
We are looking for a highly technical, hands‑on leader to take ownership of our global SaaS support desk. We do not want a manager who only looks at spreadsheets, nor do we want a support agent who escalates everything to development.
We need a true Player‑Coach. You will spend your time solving complex SaaS configuration issues yourself, whilst driving a global team to maintain an aggressively low ticket queue.
This role is not right for you if you prefer to manage from a distance, or if your instinct is to escalate rather than investigate.
If you have a strong technical background, a ruthless focus on operational efficiency, and the leadership skills to hold a team accountable, this is for you.
What You Will Do
* Be the Player (60%): Own the EU morning shift. You will be the first line of defence for complex issues, diagnosing logs, fixing configurations, and closing P1/P2 tickets before the rest of the global team logs on.
* Be the Coach (40%): Guide and hold accountable our support analysts across multiple time zones. You will set high standards, enforce SLAs, drive performance, and ensure tickets are resolved within the desk. You are their leader, not just their peer.
* Develop Engineering Talent: Work alongside a dedicated Junior Support Software Engineer, direct and review their technical work, setting clear standards for quality and approach.
* Hold the Line: Act as the ultimate bridge between support and engineering. Backed by your junior engineer and a core developer on rotation, you need the technical confidence to investigate deeply and provide rigorous evidence when escalating to the product team.
* Drive Queue Health: Your success is measured by queue health — low backlogs, fast resolution times, and tickets staying within the desk rather than being escalated.
About Orderly
We build supply chain technology that helps food businesses reduce waste and manage complex operations. We're a certified B‑Corp working with household‑name brands across retail and hospitality. We're fully remote and globally distributed. Our tech stack is modern, our problems are genuinely interesting, and we need people who can solve them.
What We Are Looking For
* Technical Chops: A Computer Science or Engineering background, or equivalent experience in deep SaaS application support. You need to be a relentless debugger who does not give up when the first attempt fails.
* Leadership Experience: Proven experience managing or guiding people. You must be comfortable driving a team, tracking performance, and having difficult conversations when standards slip.
* Autonomy: The ability to hit the ground running, take ownership of global handovers, and make rapid decisions in a crisis whilst keeping customers calm.
* EU Timezone: Crucial for covering our morning hours and providing a bridge to our international team.
Technical Requirements
* Data Investigation: Writing advanced SQL daily (JOINs, subqueries, aggregations) to investigate issues or patch data problems in production.
* Code & Scripts: Able to read application code and write basic scripts or data patches (Python, SQL, or similar).
* APIs & Integrations: Solid understanding of REST APIs, using Postman (or similar) to debug integration issues and trace data flows from external systems.
* Platform & Tooling: Navigating internal UI configurations, diving into logs and monitoring tools, and managing workflows via ticketing systems (FreshService).
Why Join Us?
This isn't a helpdesk. You'll be working directly with major restaurant chains and food retailers - think big names, complex operations - investigating real technical problems in production systems and fixing them - and working to reduce food waste throughout them.
You will have high autonomy and the authority to shape how support operates. You will not be bogged down by red tape; if you identify a fix that saves time, you have the engineering resources and the mandate to get it done.
Details
Job title: Application Support Team Lead
Department: Support
Responsible to: (line manager) Head of Implementation
Responsible for: Technical Support Analyst (x2), Junior Support Software Engineer
Salary bracket: £36,000-£45,000
Location: Remote (EU Timezone)
Inclusivity statement
At Orderly, we value diversity, creativity, and continuous learning. We encourage candidates from all backgrounds to apply, even if they don't meet every listed requirement. We believe in the potential for unique perspectives to drive innovation and success. If you are passionate, have a commitment to growth, and a willingness to learn, we invite you to apply. We are excited to welcome individuals who bring fresh ideas and diverse experiences to contribute to our dynamic team and help us achieve our collective goals.
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