Engineering Support Lead - Tier 3

👋 Who we are

At Epos Now, we build smart technology that helps businesses run better — from point of sale and payments to banking and data-driven insights.
We’re a fast-growing tech company with global reach, big ambitions, and a strong engineering culture that values ownership, clarity, and continuous improvement.

Our Engineering teams are organised into product-led domain tribes, and as we scale, so does the need for strong, structured, and customer-focused technical support at the highest level.

That’s where you come in. 💡

🧠 The role

As Engineering Support Lead, you’ll be responsible for how our most complex customer and technical issues are escalated, coordinated, and resolved across Engineering.

In the short term, you’ll bring leadership, structure, and stability to our existing Tier 3 Engineering Support team, ensuring:

• T3 cases are stable and reducing
• Defect tickets are controlled, visible, and trending down
• Response and closure times meet agreed standards

Over time, you’ll help evolve our operating model so that:

• Product teams own resolution within their domains
• A central Engineering Support function focuses on enablement, governance, incident coordination, and insight

This is a critical role in scaling Engineering support while maintaining excellent customer experience.

🎯 What you’ll be accountable for:

🔧 Lead & develop Engineering Support

• Recruit, coach, and performance-manage the Engineering Support (T3) team
• Ensure the team is well-trained, confident, and high-performing

📊 Own escalation & defect management

• Track all Tier 3 escalations from Tier 2
• Ensure clear ownership, prioritisation, routing, and visibility
• Make sure defects are correctly owned by domain teams and fed into roadmap planning

📚 Improve processes & knowledge

• Define escalation standards, tooling, and guidance
• Maintain a high-quality support knowledge base
• Drive best practices, documentation, and continuous improvement

🤝 Collaborate & influence

• Work closely with the CTO, Directors, Product, and Engineering leads
• Represent Engineering Support in leadership and planning forums
• Communicate progress clearly — stakeholders should always feel informed

🔍 Turn data into insight

• Review issue and defect trends
• Identify root causes and systemic problems
• Feed actionable insight back into Engineering and Product decisions

🧩 What success looks like

✅ Stable and reducing Tier 3 case volumes
✅ Stable and reducing defect tickets
✅ Clear, consistent response and closure times for T3 cases
✅ Strong ownership and visibility across Engineering
✅ Stakeholders trust the process — and the outcomes

🧠 Skills & experience we’re looking for:

You’ll likely thrive in this role if you have:

✔ A technical support or engineering support background (Tier 3 or equivalent)
✔ Strong technical understanding and the confidence to challenge constructively
✔ Excellent stakeholder management and communication skills
✔ A process-oriented mindset — you bring structure without slowing teams down
✔ Proven experience leading or mentoring technical teams
✔ Customer-facing experience and a genuine care for service quality
✔ The ability to balance short-term incident management with long-term improvement

Leadership experience in a product-led or SaaS environment is a big plus 🌟

🧭 What happens next?

If we like what we see:
1️⃣ You’ll be invited to a short phone screen with our Recruitment team
2️⃣ Followed by a two-stage interview process

We aim to keep things clear, human, and respectful of your time.

🔔 Internal candidates

This role is open to internal candidates who meet the internal criteria.
👉 Please discuss this opportunity with your manager before applying.