Connecting Education
Senior Support Engineer - Own the support function at a fast-growing EdTech with serious technical depth
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Senior Support Engineer - Own the support function at a fast-growing EdTech with serious technical depth
Chief Support Technologist (Support Leadership Role)
Are you a strong Support Engineer who wants more than just handling a ticket queue? Ready to own a support function, stay hands-on in the codebase daily, and help scale a product making real differences in education?
About the Company
Our client is a fast-growing EdTech company dedicated to breaking the chaos of school management. Schools currently struggle with siloed, disconnected systems that create inefficiency, duplication, and wasted time. Our client is addressing this with a single AI-powered platform that centralises everything:
- Club sign-ups and attendance
- Parental consent tracking
- Medical data management for trips
- Real-time notifications
The company started by excelling in music department management and is now scaling their approach across broader school functions.
Today, 260+ schools are already using their platform, and they’re developing a product roadmap to support 1,000+ schools moving forward. The team is based in a modern Vauxhall office, close-knit, and ambitious with a culture of drives results.
The Role
This is a pivotal, senior hire—not just a management position, but one where you’ll be hands-on in the support function every day.
The role requires a technical leader who thrives in the codebase, diagnoses issues in real-time alongside engineering, and builds processes to sustain growth.
Key Responsibilities
- Own the end-to-end support function: Define direction, culture, and operational excellence
- Mentor the existing Support Engineer: Act as their day-to-day line manager, helping them grow
- Job description honours Daily engagement with the React/TypeScript, Node.js, MongoDB architecture to diagnose and resolve live issues Serve as the escalation point for high-impact incidents—focusing on root causes, not just fixes Define and maintain Service Level Agreements (SLAs) across all tiers of support while keeping customers updated Present Root Cause Analysis (RCA) reports after major incidents Lead cross-functional bug triage and resolution within live environments (no formal QA team—rigour is paramount) Champion AI tools and automation to streamline support operations Analyse support data to identify trends, recurring issues, and product improvement opportunities Establish the support processes, tools, and team structure required to scale from 260 to 1,000+ customers without degrading quality
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The Offer
| Competitive Package | Support Filters |
|---|---|
| Base Salary: £50,000–£55,000 | 6-Monthly Reviews |
| 22 days’ leave + bank holidays (inclusive of [growth adjustments]) | All Related Holidays Included |
| Uncapped training budget | Invest in your professional growth |
| Growth in a fast-moving business with proud standards | Ownership required, but resources match seniors |
| Modern office based in Vauxhall – with plenty of space for agility | |
| Regular weekly team lunches | |
| Vibrant internal social culture – pool-crawl competitions, darts, after-work drinks, and team retorts included | |
| Fast-paced scale-up | Work is fluid, but with a strong sense of mission |
| Regular weekly Mario Kart tournaments |
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What You’ll Need to Succeed
Ultimately, you must exemplify ownership—there’s no half-hearted attention and no boundaries in this role.
- Technical Support Experience (ideally in SaaS or EdTech)
- Proven track record in both Tier 1/Tier 2/Tier 3 support escalations
- Code-Ready: You’ll need to debug and fix issues in live environments daily (React/TypeScript, Node.js, MongoDB)
- Management experience in mentoring junior support colleagues
- Relevant Technology familiarity: React Native, Google Cloud, CI/CD pipelines, and Cloudflare
- Exceptional organisational skills with a capacity for multi-tasking without losing visibility
- Clarity in written communication – empathetic yet direct with customers
- Analytical mindset: Enjoy dissecting root causes, not patching symptoms
- Use of AI/Tools: ChatGPT, GitHub Copilot, etc., to drive efficiency and innovation
- Genuine passion for problem-solving — This is a 24/7 focus role
- Willingness to lead building formality as the business scales faster
Why You’ll Love This
This isn’t just an update of the job of your dreams: it’s about taking responsibility, growing, and directly fixing the limitations of school management systems. If you’re driven by impact, growth, and high-stakes problem-solving, this call to action is for you.
Apply now.
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