📍 Job Overview

Job Title: Technical Support Team Leader
Company: Objective Corporation
Location: Reading, United Kingdom
Job Type: Full time
Category: Technical Support & Leadership
Date Posted: 2025-06-12

🚀 Role Summary

Lead a team of skilled support engineers to deliver world-class product support
Drive timely solutions for high-priority customer support escalations
Act as a subject matter expert for the support team, ensuring technical knowledge is accurate, accessible, and customer-focused
Mentor and coach team members to develop their technical and professional skills
Maintain a strong focus on continuous improvement and process challenges resolution

📝 Enhancement Note: This role requires a balance of strong technical expertise and exceptional leadership skills to ensure both customer satisfaction and team growth.

💻 Primary Responsibilities

Team Leadership & Mentoring: Guide and support team members to deliver consistent, high-quality outcomes while meeting service level commitments
Advanced Product Support: Provide Level 3 product support, troubleshooting complex issues through source code reviews, dataflow analysis, and dynamic debugging
Escalation Management: Take ownership of high-priority customer support escalations and lead collaborative sessions across teams and regions to drive timely solutions
Technical Knowledge Management: Ensure technical knowledge is accurate, accessible, and customer-focused, acting as a subject matter expert for the support team
Process Improvement: Identify technical or process challenges and proactively resolve them to maintain a strong focus on continuous improvement

📝 Enhancement Note: This role involves a mix of hands-on technical support, team leadership, and process improvement, requiring a versatile and adaptable skill set.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field. Relevant experience may be considered in lieu of a degree.

Experience: Proven experience in a similar technical support or leadership role, with a strong background in software development and customer support.

Required Skills:

Strong SQL/database expertise (Oracle or SQL Server preferred)
Experience with application servers such as Wildfly
Familiarity with Git and source code management
Solid coding skills (Java or C++ preferred)
Experience with Azure services, especially Kubernetes
Understanding of SaaS platforms and security best practices
Excellent communication skills and a collaborative mindset
Proven leadership abilities and decision-making skills
Passion for problem-solving, mentoring others, and continuous improvement

Preferred Skills:

Experience with Agile methodologies and customer support processes
Familiarity with cloud-based support tools and ticketing systems
Knowledge of ITIL framework or similar service management methodologies

📝 Enhancement Note: While the required skills list is comprehensive, candidates with a strong technical foundation and transferable leadership skills may also be considered.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A portfolio demonstrating your technical expertise, including examples of complex issue resolution, code reviews, and process improvement initiatives
Case studies or success stories showcasing your leadership and mentoring skills
Examples of your problem-solving approach, such as whitepapers or blog posts

Technical Documentation:

Documentation of your technical support processes, including escalation paths, troubleshooting guides, and knowledge base articles
Code samples or snippets demonstrating your coding skills and problem-solving approach
Examples of your leadership and mentoring approach, such as team training materials or coaching plans

📝 Enhancement Note: As this role involves both technical support and leadership, your portfolio should showcase both your technical expertise and your ability to guide and mentor others.

💵 Compensation & Benefits

Salary Range: £55,000 - £70,000 per annum (Based on market research for Technical Support Team Leader roles in the Reading area with 5-10 years of experience)

Benefits:

Flexible hybrid working to support your lifestyle and family commitments
Comprehensive wellbeing support, including private healthcare, dental, and Employee Assistance Program (EAP)
Career growth with access to extensive learning resources and leadership development opportunities
Regular team events to connect, celebrate, and have fun together
A workplace culture that values diversity, inclusion, and belonging

Working Hours: Full-time, typically 40 hours per week, with flexibility for deployment windows, maintenance, and project deadlines

📝 Enhancement Note: The salary range is based on market research for similar roles in the Reading area, considering the required experience level and the company's size and industry.

🎯 Team & Company Context

🏢 Company Culture

Industry: Objective Corporation is a leading developer of SaaS solutions for the Government, operating in the technology sector with a strong focus on delivering world-class products and services.

Company Size: With over 400 people across five development labs in Australia, New Zealand, the United States, and the United Kingdom, Objective offers a large and diverse work environment with ample opportunities for growth and collaboration.

Founded: Objective was founded in 1993 and has since grown to become a prominent player in the government software solutions market, with a strong commitment to innovation, quality, and customer satisfaction.

Team Structure:

The Technical Support Team is part of the broader Customer Success organization, working closely with Product, Engineering, and Sales teams to ensure customer satisfaction and drive product improvement
The team consists of support engineers with varying levels of expertise, from Level 1 to Level 3, working together to resolve customer issues and maintain high service standards
The Technical Support Team Leader reports directly to the Head of Customer Success and is responsible for guiding the team's technical and professional growth

Development Methodology:

Objective follows Agile methodologies, with a focus on iterative development, continuous improvement, and customer collaboration
The company employs a customer-centric approach to product development, with regular user feedback and testing cycles to ensure products meet customer needs and expectations
Objective's development process emphasizes code quality, peer review, and automated testing, with a strong commitment to delivering high-quality, secure, and reliable software solutions

Company Website: Objective Corporation

📝 Enhancement Note: Objective Corporation's focus on customer success, Agile methodologies, and continuous improvement creates an environment that values adaptability, innovation, and strong communication skills.

📈 Career & Growth Analysis

Technical Support Career Level: This role is suited to an experienced technical support professional with a strong background in software development and customer support, looking to take the next step in their career by leading a team and driving process improvement.

Reporting Structure: The Technical Support Team Leader reports directly to the Head of Customer Success and is responsible for guiding the team's technical and professional growth. They work closely with other team leaders, as well as Product, Engineering, and Sales teams, to ensure customer satisfaction and drive product improvement.

Technical Impact: This role has a significant impact on customer satisfaction, product improvement, and team growth. The Technical Support Team Leader is responsible for ensuring that customer issues are resolved efficiently and effectively, driving process improvement, and mentoring team members to develop their technical and professional skills.

Growth Opportunities:

Team Expansion: As the company grows, there may be opportunities to expand the Technical Support Team, creating new leadership roles and career advancement opportunities
Product & Engineering: With a strong focus on customer feedback and continuous improvement, there may be opportunities to move into product or engineering roles, driving the development of new features and functionality
Customer Success: As the company continues to invest in its customer success capabilities, there may be opportunities to move into other customer success roles, such as Customer Success Manager or Customer Success Director

📝 Enhancement Note: Objective Corporation's focus on growth and continuous improvement creates numerous opportunities for career advancement and professional development.

🌐 Work Environment

Office Type: Objective's Reading office is a modern, collaborative workspace designed to foster innovation, creativity, and teamwork. The office features open-plan workspaces, meeting rooms, and breakout areas, as well as on-site amenities such as a café and fitness center.

Office Location(s): Reading, United Kingdom

Workspace Context:

Collaborative Workspace: The open-plan office layout encourages collaboration and communication between team members, with ample opportunities for informal discussions and idea-sharing
Technical Infrastructure: The office is equipped with state-of-the-art technology, including high-speed internet, multiple monitors, and testing devices, to support the team's technical needs
Cross-Functional Collaboration: The Technical Support Team works closely with other teams, such as Product, Engineering, and Sales, to ensure customer satisfaction and drive product improvement

Work Schedule: Full-time, typically 40 hours per week, with flexibility for deployment windows, maintenance, and project deadlines. The company offers flexible hybrid working arrangements to support employees' lifestyle and family commitments.

📝 Enhancement Note: Objective's modern, collaborative work environment fosters innovation, creativity, and teamwork, providing an ideal setting for technical support professionals to thrive.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss your application, technical background, and career aspirations (15-30 minutes)
Technical Assessment: A hands-on technical assessment, focusing on your problem-solving skills, coding abilities, and understanding of Azure services and Kubernetes (60-90 minutes)
Behavioral Interview: A structured interview to assess your leadership skills, communication abilities, and cultural fit (60-90 minutes)
Final Interview: A meeting with the Head of Customer Success to discuss your application, answer any remaining questions, and make a final hiring decision (60-90 minutes)

Portfolio Review Tips:

Highlight your technical expertise and problem-solving approach through case studies, code samples, and process improvement initiatives
Showcase your leadership and mentoring skills through team training materials, coaching plans, or success stories
Emphasize your ability to work collaboratively and drive customer satisfaction through examples of cross-functional collaboration and customer-focused initiatives

Technical Challenge Preparation:

Brush up on your SQL, database, and application server knowledge, focusing on Oracle, SQL Server, and Wildfly
Familiarize yourself with Azure services, especially Kubernetes, and prepare for hands-on technical assessments
Review your understanding of SaaS platforms, security best practices, and customer support processes

ATS Keywords: (Organized by category)

Programming Languages:

SQL, Java, C++, Python, JavaScript

Web Frameworks & Libraries:

None specified (Focus on back-end development and database management)

Server Technologies:

Wildfly, Azure, Kubernetes

Databases:

Oracle, SQL Server

Tools:

Git, JIRA, Confluence, Azure DevOps

Methodologies:

Agile, ITIL, Customer Support Processes

Soft Skills:

Leadership, Communication, Problem-Solving, Mentoring, Collaboration, Customer Focus

Industry Terms:

SaaS, Customer Success, Technical Support, Escalation Management, Process Improvement

📝 Enhancement Note: Objective's interview process is designed to assess both your technical expertise and your leadership skills, with a strong focus on problem-solving, collaboration, and customer satisfaction.

🛠 Technology Stack & Web Infrastructure

Backend & Server Technologies:

Application Servers: Wildfly
Databases: Oracle, SQL Server
Cloud Platform: Azure (Focus on Kubernetes)

Development & DevOps Tools:

Version Control: Git
Project Management: JIRA, Confluence
Continuous Integration/Continuous Deployment (CI/CD): Azure DevOps

📝 Enhancement Note: As this role focuses on technical support and leadership, the technology stack is centered around back-end development, database management, and cloud infrastructure.

👥 Team Culture & Values

Technical Support Values:

Customer Focus: Prioritize customer satisfaction and drive process improvement to ensure high service standards
Collaboration: Work closely with other teams, such as Product, Engineering, and Sales, to ensure customer satisfaction and drive product improvement
Continuous Improvement: Identify technical or process challenges and proactively resolve them to maintain a strong focus on continuous improvement
Expertise: Act as a subject matter expert for the support team, ensuring technical knowledge is accurate, accessible, and customer-focused

Collaboration Style:

Cross-Functional Integration: Work closely with other teams, such as Product, Engineering, and Sales, to ensure customer satisfaction and drive product improvement
Code Review Culture: Collaborate with team members to review and improve technical support processes, escalation paths, and troubleshooting guides
Knowledge Sharing: Share technical expertise and best practices with team members to drive continuous learning and improvement

📝 Enhancement Note: Objective's focus on customer success, collaboration, and continuous improvement creates a dynamic and engaging work environment that values technical expertise, leadership, and strong communication skills.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Issue Resolution: Troubleshoot complex customer issues through source code reviews, dataflow analysis, and dynamic debugging
Process Improvement: Identify and resolve technical or process challenges to maintain a strong focus on continuous improvement
Team Leadership: Guide and mentor team members to develop their technical and professional skills, driving consistent, high-quality outcomes
Customer Satisfaction: Ensure customer issues are resolved efficiently and effectively, maintaining high service standards and driving customer satisfaction

Learning & Development Opportunities:

Technical Skills Development: Expand your technical expertise through hands-on experience, training, and mentoring opportunities
Leadership Development: Develop your leadership skills through coaching, training, and real-world experience, driving team growth and success
Career Progression: Pursue career advancement opportunities within the Technical Support team, Customer Success organization, or other areas of the business

📝 Enhancement Note: Objective's focus on customer success, collaboration, and continuous improvement creates numerous opportunities for technical and professional growth, as well as career advancement.

💡 Interview Preparation

Technical Questions:

SQL & Databases: Prepare for questions on SQL, database management, and dataflow analysis, focusing on Oracle and SQL Server
Application Servers: Brush up on your knowledge of Wildfly and other application servers, preparing for questions on configuration, deployment, and troubleshooting
Azure & Kubernetes: Familiarize yourself with Azure services, especially Kubernetes, and prepare for hands-on technical assessments and interview questions
Problem-Solving: Review your problem-solving approach, focusing on complex issue resolution, process improvement, and customer support scenarios

Company & Culture Questions:

Customer Success: Prepare for questions on customer success strategies, customer support processes, and customer-focused initiatives
Agile Methodologies: Brush up on your understanding of Agile methodologies, preparing for questions on iterative development, continuous improvement, and customer collaboration
Team Dynamics: Familiarize yourself with Objective's team structure, culture, and values, preparing for questions on collaboration, knowledge sharing, and continuous learning

Portfolio Presentation Strategy:

Technical Expertise: Highlight your technical expertise through case studies, code samples, and process improvement initiatives
Leadership & Mentoring: Showcase your leadership and mentoring skills through team training materials, coaching plans, or success stories
Customer Satisfaction: Emphasize your ability to work collaboratively and drive customer satisfaction through examples of cross-functional collaboration and customer-focused initiatives

📝 Enhancement Note: Objective's interview process is designed to assess both your technical expertise and your leadership skills, with a strong focus on problem-solving, collaboration, and customer satisfaction.

📌 Application Steps

To apply for this Technical Support Team Leader position:

Tailor Your Resume: Highlight your technical expertise, leadership skills, and customer support experience, emphasizing your ability to drive customer satisfaction and team growth
Prepare Your Portfolio: Showcase your technical expertise and problem-solving approach through case studies, code samples, and process improvement initiatives. Highlight your leadership and mentering skills through team training materials, coaching plans, or success stories
Research the Company: Familiarize yourself with Objective's team structure, culture, and values, preparing for company-specific interview questions and cultural fit assessments
Practice Technical Challenges: Brush up on your SQL, database, and application server knowledge, focusing on Oracle, SQL Server, and Wildfly. Familiarize yourself with Azure services, especially Kubernetes, and prepare for hands-on technical assessments and interview questions
Prepare for Behavioral Interviews: Review your leadership skills, communication abilities, and cultural fit, preparing for structured behavioral interviews that assess your ability to drive customer satisfaction, team growth, and process improvement

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Tailor every section specifically to technical support and leadership roles in the web technology industry
Include web development methodologies, responsive design principles, and server management practices
Emphasize web portfolio requirements, live project demonstrations, and user experience considerations
Address web development team dynamics, cross-functional collaboration with designers and marketers
Focus on web technology career progression, emerging technology adoption, and technical specialization

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information
Only include Enhancement Notes when making significant inferences about technical support processes, server configuration, or team structure
Be comprehensive but concise, prioritizing actionable information over descriptive text
Strategically distribute web development and server administration-related keywords throughout all sections naturally
Provide realistic salary ranges based on location, experience level, and web technology specialization

Industry Expertise:

Include specific web technologies, frameworks, server platforms, and infrastructure tools relevant to the role
Address web development career progression paths and technical leadership opportunities in web teams
Provide tactical advice for web portfolio development, live demonstrations, and project case studies
Include web technology-specific interview preparation and coding challenge guidance
Emphasize responsive design, performance optimization, accessibility standards, and user experience principles

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout
Use web development and server administration industry terminology appropriately and accurately
Include comprehensive benefits and growth opportunities relevant to web technology professionals
Provide actionable insights that give web development and server administration candidates a competitive advantage
Focus on web development team culture, cross-functional collaboration, and user impact measurement

Technical Focus & Portfolio Emphasis:

Emphasize web development best practices, responsive design principles, and performance optimization
Include specific portfolio requirements tailored to the web technology discipline and role level
Address browser compatibility, accessibility standards, and user experience design principles
Focus on problem-solving methods, performance optimization, and scalable web architecture
Include technical presentation skills and stakeholder communication for web projects

Avoid:

Generic business jargon not relevant to web development or server administration roles
Placeholder text or incomplete sections
Repetitive content across different sections
Non-technical terminology unless relevant to the specific web technology role
Marketing language unrelated to web development, server administration, or user experience

Generate comprehensive, web technology-focused content that serves as a valuable resource for web developers, server administrators, and infrastructure professionals evaluating career opportunities and preparing for technical interviews in the web development industry.

Technical Support Team Leader