Technical Support Team Lead

Want to be part of a UK hub, in a global business that is scaling rapidly, evolving fast and radically changing the decades-old delivery universe? If so, read on, as we’re looking for a ­­­­Technical Support Team Lead to join our Network Health team! Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our transformative Send service, we’re bringing freedom to anyone with a parcel. At InPost UK, we’re building an unparalleled group of talent that’s committed to help us power our mission to reshape the way parcels move, and redefine eCommerce logistics. Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply chain. We’re a passionate bunch with high ambition – we collaborate, innovate, support each other, and leave egos at the door.

About the role: InPost is one of Europe's fastest-growing parcel delivery networks, and our Automated Parcel Machines or APMs are at the heart of what we do. As Technical Support Team Lead, you'll be the engine room of our Technical Support team, a senior technical voice who keeps the team moving, standards high, and the APM network running smoothly. Reporting directly to the Technical Support Manager, you'll sit between hands-on engineering and team leadership. You'll be the first point of escalation for your team, a mentor to the engineers around you, and the person who steps up to own the function when the manager is away. This is a role for someone who still loves solving complex technical problems but is ready to start building something bigger, a team, a process, and a career in leadership. What you’ll be doing: •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, including 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, callout 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 feedback on recurring issues and contribute to the development of smarter, longer-term solutions. •Stay ahead of upcoming software, hardware, and firmware changes, ensuring the team is prepared and changes are implemented smoothly. What we need from you: We’re looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly. We’d be particularly excited to hear from you if: We're looking for a naturally curious, driven engineer who's ready to take the next step. Someone who still gets a kick out of solving hard technical problems, but who also wants to grow people and processes around them. You'll need the confidence to lead when it counts, and the humility to keep learning. · 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 would be beneficial. · A genuine passion for electrical and mechanical engineering and how systems interconnect. · Excellent communication skills and 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). We love to reward our people for the great work they do: 🌞 Enhanced Annual Leave – 26 Days Plus the Option to Buy Additional Days per year More time for you to relax, explore, and enjoy life. 🌟 Vitality Health Care Stay healthy and happy with our top-notch health coverage. 🌍 Work from Anywhere – 4 Weeks per year Embrace the freedom to work remotely abroad for up to 4 weeks per year, allowing you to explore new horizons while staying connected. 👶 Enhanced Parental Leave We support you during those precious family moments. 🚊 Rail Loan Commute with ease! Purchase an annual season ticket, expense it through our InPost expenses procedure, and enjoy a more affordable interest free repayment over the year. 🌳 Volunteering Days Take a paid day to make a difference in your community 🏡 Hybrid Working (Role suitability dependent) We innovate, collaborate and optimise by coming together 3 days per week in the office The InPost process: We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if we’d like to take you to the first stage. This normally involves a 20 minute chat with our Talent Team. If we both feel the connection, you’ll then go through another one or two stages, depending on the level of the role. At InPost, we love uniqueness. Our strength is our people. We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.