Be at the heart of actionFly remote-controlled drones into enemy territory to gather vital information.

Apply Now

Technical Support Manager

WatersEdge Solutions
Greater London
1 day ago
Create job alert

Location: Fully Remote
Employment Type: Full-Time
Industry: B2B SaaS | RegTech | Customer Support


WatersEdge Solutions is partnering with a fast-growing RegTech SaaS company to recruit an experienced Technical Support Manager to lead global customer support operations. This is a senior-level, hands-on opportunity to drive service excellence, team performance, and customer satisfaction across a multicultural, fully remote support team.


About the Role


Reporting to the CTO, you’ll manage end-to-end support operations, lead a global team, and ensure delivery of best-in-class service to enterprise clients. You'll oversee escalations, performance metrics, and the continuous optimisation of support processes. This role blends strategic leadership with technical acumen, offering the opportunity to shape a scalable, high-performing support environment.


Key Responsibilities




  • Manage daily global support operations and monitor SLA, FCR, CSAT, and audit metrics




  • Recruit, coach, and lead a multicultural team of customer support specialists




  • Oversee escalated issues and act as the senior escalation point for high-value customers




  • Maintain and improve internal documentation, SOPs, and operational playbooks




  • Ensure global shift coverage, especially across Arabic and English-speaking regions




  • Work cross-functionally with product, engineering, and sales teams to relay customer insights




  • Drive automation, self-service tools, and innovation within the support function




  • Analyse feedback and support metrics to inform strategy and improve outcomes




What You’ll Bring




  • Bachelor’s or Master’s in Computer Science, Engineering, or related field




  • 7+ years of experience in customer support, with 2+ years in a management role




  • Deep understanding of SaaS support operations, performance tracking, and QA




  • Experience with support ticketing platforms (Freshdesk, Zendesk, HubSpot)




  • Strong communication skills in English and Arabic (both written and verbal)




  • Proven ability to manage escalations, handle high-value clients, and lead teams globally




  • Technical proficiency in API/SDK troubleshooting and documentation management




  • Data-driven mindset with experience interpreting support analytics




Nice to Have




  • Experience supporting clients in regulated industries (e.g., fintech, crypto, mobility)




  • Familiarity with product support documentation, integration guides, and DevOps collaboration




  • Previous exposure to global SaaS scaling environments




What’s On Offer




  • Fully remote, flexible work environment




  • High-impact leadership role with cross-functional collaboration




  • Competitive salary and global team engagement




  • Opportunity to shape a best-in-class support function in a fast-growth SaaS company




Company Culture


WatersEdge Solutions works with clients pushing boundaries in tech and compliance. You’ll join a mission-driven team dedicated to innovation, global collaboration, and customer success. If you thrive in fast-paced environments where your leadership makes a measurable impact, this is your platform to grow.


 


If you have not been contacted within 10 working days, please consider your application unsuccessful.

Related Jobs

View all jobs

2nd Line Support

Network Supervisor - E&I

Design Engineer FPGA / VHDL

Sub-System Lead Engineer

Senior HR Business Partner

Technical Support Specialist: Monday – Friday, 4:00 PM – 12:00 AM EST

Subscribe to Future Tech Insights for the latest jobs & insights, direct to your inbox.

By subscribing, you agree to our privacy policy and terms of service.

Industry Insights

Discover insightful articles, industry insights, expert tips, and curated resources.

Space Industry Recruitment Trends 2025 (UK): What Job Seekers Need To Know About Today’s Hiring Process

Summary: UK space‑sector hiring has shifted from pedigree‑first screening to capability‑driven evaluation across the full stack—spacecraft systems, payload/RF, flight software, GNC/ADCS, propulsion, structures/thermal, AIT (assembly–integration–test), mission/ground operations, reliability/radiation, and compliance (ECSS, export control). Employers want proof you can build, test, operate and scale space systems safely and economically. This guide explains what’s changed, what to expect in interviews & how to prepare—especially for satellite/spacecraft engineers, payload & RF/MM‑wave, flight & ground software, GNC/ADCS, power/thermal, AIT/test, mission ops, data/EO, and space product/TPM roles. Who this is for: Systems engineers, payload/RF engineers, flight software & FDIR, GNC/ADCS, power/thermal/structures, propulsion, AIT/test, reliability/radiation, QA/compliance, ground segment/cloud, mission operations, EO/data processing, and product/programme managers targeting roles in the UK space ecosystem.

Why Space Careers in the UK Are Becoming More Multidisciplinary

The UK’s space sector is growing fast — from satellite systems and Earth observation to satellite communications, space robotics, propulsion, space data analytics, and mission operations. But the nature of space work is changing. Projects involving satellites, launch systems, space robotics and ground infrastructure are now embedded in regulation, public perception, human interaction and cross-disciplinary design. Space careers in the UK used to be dominated by engineers, astrophysicists, systems analysts and telemetry experts. Today, they increasingly demand fluency not only in aerospace, software, electronics & data, but also in law, ethics, psychology, linguistics & design. After all, space systems operate under treaties, privacy constraints, public scrutiny, international collaborations and human interfaces. In this article, we explore why space careers in the UK are becoming more multidisciplinary, how those allied fields intersect with space work, and what job-seekers & employers must do to thrive in this evolving cosmos.

UK Space Team Structures Explained: Who Does What in a Modern Space Department

The UK space sector is rapidly expanding. With growth in satellite design, Earth observation, communications, launch systems, space science, downstream applications, and regulatory and operational services, there’s rising demand for skilled professionals across many disciplines. Building a high-impact space organisation requires well-defined team structures, clear roles, strong collaboration, and alignment across engineering, science, operations, regulation, and commercial functions. If you are applying for roles via UKSpaceJobs.co.uk or hiring into your company, this guide will help you understand the principal roles you’ll find in a space team, how they interact during mission lifecycles, what skills UK employers expect, salary norms, common challenges, and best practice for structuring space teams that succeed.