Vacancy: someone to own technical support properly

What the role actually is

• Leads the technical support function for the analytics platform, managing specialists across the UK and the United States, reporting directly to the CTO/CEO.
• Sets the direction of the department — process, tooling, coverage models and service standards for every deployed solution.
• Service incident owner for major incidents: investigation, customer and partner comms, resolution, and the post-incident review afterwards.
• Stakeholder for service upgrades and planned maintenance — impact assessment, window agreement, support readiness on both sides of the change.
• Sign-off stakeholder on new product releases, validating supportability, documentation and known-issue positions before anything reaches general availability.
• Final internal escalation point for complex, high-impact or commercially sensitive customer issues.
• Authoritative owner user of the application across production customers, approving security and access requests.

AI and automation

• Led the deployment of AI automation across the business and its toolsets, turning manual, repetitive tasks into automated processes.
• Deployed MCP servers so internal tools and data could be driven by AI systems rather than by hand.
• Built and rolled out AI agents to take on routine support and operational work, freeing specialists for the problems that need a human.

Who he works with

• Product Management, Engineering and the NOC — driving root-cause resolution against SLA targets and feeding recurring support themes back into the roadmap.
• The team itself: coaching specialists, building capability across multiple VoIP platforms, and still going hands-on when an analytics issue gets genuinely hard.

• Ran day-to-day support operations across UK and US time zones — queue management, prioritisation, quality and SLA performance.
• Established the escalation, incident and handover processes that give customers continuous coverage across regions.
• Provided second and third line technical leadership on issues spanning Cisco BroadWorks, Microsoft Teams and Webex Calling integrations.
• Developed the team through structured coaching and knowledge-base work, reducing escalation volume and improving first-contact resolution.
• Represented support in cross-functional forums so customer impact carried real weight in prioritisation decisions.

Support

• First and second line application support to partners and end customers by phone, email and portal — across cloud and PBX VoIP environments including BroadSoft BroadWorks, Horizon, Unify and Panasonic.
• Managed, patched and maintained the cloud Windows server pools underneath the service, including out-of-hours maintenance, upgrades and emergency work.
• Implemented the company's support ticketing system — the foundation everything since has been measured on.

Infrastructure

• Rebuilt the internal IT function: Windows Server 2008 to 2012, company email from Google to Microsoft 365, and a redesigned addressing scheme with multiple subnets and VLANs.
• Introduced hardware redundancy and DFS replication between local and cloud servers to keep business-critical files available around the clock, plus a VPN for remote access.
• Upgraded the network hardware — DrayTek enterprise routers, RAID storage, switches, UniFi access points — and owned procurement and emergency stock.
• Ran the backup regime and kept endpoint and server security current across the estate.

Pharmacy technical

• Became lead IT technician for the department — kept the Prescription Tracking and Electronic Discharge systems available to all pharmacy and ward staff.
• Supported the hospital-wide upgrade of the prescription tracking system and its servers across 100+ machines, widening access at ward level.
• First and second line support across computers, printers, scanners, label printers and the JAC medicines management system.
• Dispensary operations alongside it: stock control, dispensing, prioritising workload with the responsible pharmacist, and high-cost drug queries with CCGs and consultants.

How it started

• Joined as a porter, moved from bank to permanent staff, and trained as coordinator and supervisor for the service.
• Ran heavy, time-critical workloads independently including night shifts — where the calm under pressure came from.
• Completed accreditation in fire safety, health and safety, transport of medicinal gases and specimen handling.