Software Support Team Lead, The Adaptavist Group
Digital transformation technology provider
Posted today
Digital transformation technology provider
1001+ employees
Posted today
1001+ employees
Company mission
To deliver innovative software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems.
Role
Who you are
- Experience with support platforms such as JSM, Zendesk, or similar
- Hands-on experience with Atlassian products, including Jira, Confluence, and/or Bitbucket
- Familiarity with REST/Java APIs, ideally in the Atlassian ecosystem
- Experience writing code — Groovy or JavaScript/TypeScript preferred
- Experience working with cloud-hosted products such as AWS or Azure
- Strong written and verbal communication skills in English
- Experience leading or managing a support team
- Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At ScriptRunner, part of TAG, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply, even if you don’t have everything that's listed just yet
- Drop us your application, we’d love to hear from you!
Desirable
- Degree in Computer Science or equivalent experience
- Knowledge of SDLC processes
- Previous incident management or project management experience
- Familiarity with ISO/security standards
- Understanding of AI best practices and safety
What the job involves
- Are you a people-first support leader who enjoys solving technical problems, developing high-performing teams, and improving how support works at scale?
- At The Adaptavist Group, we’re looking for a Software Support Team Lead to help shape and lead a team delivering exceptional support across our product suite
- This is a role for someone who cares deeply about customer outcomes, enjoys coaching technical support professionals, and knows how to balance day-to-day delivery with continuous improvement
- You’ll mentor and guide a team of Software Support Engineers, helping them do their best work while ensuring we deliver a high standard of service to our customers
- You’ll work closely with the Head of Product Support and Support Operations Manager to improve processes, strengthen team performance, and provide insight into what’s working and what needs attention
- Because many of our products enable customers to create their own functionality using Groovy and JavaScript, this role also needs someone with solid technical understanding and confidence working with code
- Lead, mentor, and develop a team of Software Support Engineers
- Run 1:1s, performance reviews, and support career development
- Help manage workloads, team coverage, and onboarding for new hires
- Act as an escalation point for high-risk tickets, incidents, and service issues
- Lead incident response and post-mortem activities
- Monitor support queues, team performance, and key support metrics
- Identify operational improvements across processes, tooling, and training
- Work closely with cross-functional teams to share customer insights and improve support outcomes
- Contribute to documentation, knowledge sharing, and team training
Application process
- 1. Screening call with talent team:
- You'll receive an email with a link to book a Zoom interview with a Talent Acquisition Specialist. This interview covers the role, your experience, and your interest in the position. It's a chance for you to ask about the company and the role
- 2. Hiring manager interview:
- If you progress, you'll have a more in-depth Zoom interview with the hiring manager and potentially other team members. This interview will delve into your skills and experience, focusing on technical aspects of your work
- A sheet of paper witth a pen icon
- Take-home task
- You will be required to complete an assessment relevant to the role you are applying for at home. You will have 3-5 days to complete it depending on the task's complexity. This will be emailed ba
- 3. Peer panel interview:
- The Peer Panel interview is usually 2-3 people on the call which can be a mix of managers and potential colleagues. This will be a 1 hour Zoom call where you will present your assessment and discuss it with the team. Questions will cover cultural fit and team dynamics
- Executive interview (senior roles only):
- Senior roles may require an interview with the senior leadership or executive team which will usually be a 30 minute Zoom call
- Icon of a target with an arrow in the centre
- Offer discussion:
- If you are successful in all interviews, you'll receive an offer. The Talent Acquisition Specialist will contact you to discuss the details of the role and offer
Our take
The Adaptavist Group is a leading player in the Atlassian ecosystem, which provides software for software developers. Adaptavist helps companies develop modern, adaptive approaches to development, deployment, and application lifecycle management to augment the Atlassian experience.
Back in the mid-noughties, The Adaptavist Group firmly established itself as a key player in helping companies utilise Atlassian's industry-leading tools. Adaptavist has subsequently developed similar optimisation products and tools for Amazon Web Services, GitHub and Monday, as well as consultancy services for companies wanting to maximise their use of these platforms. Adaptavist’s reach is global, and it was named Atlassian's Partner of the Year 2024. It services over 75% of the Fortune 500.
The Adaptavist Group is leveraging the global boom in software development. Its strategic expansion into the growing DevSecOps market, for example, through partnering with Sonatype, sees it unlock involvement in an industry that reached a $6.5 billion valuation by 2025. With this expansionist approach, The Adaptavist Group has aligned many leading brands under its umbrella and has been consistent in its launch of tools. Its reputation as a leading industry player propels a dynamic and hugely lucrative upward trajectory.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Autonomy
"Autonomy is one of the core Adaptavist values. We are all treated as responsible adults from day one and continuously demonstrate that placing trust..."
Company benefits
- Flexible working, suit your personal needs while maintaining your job responsibilities
- Enhanced parental leave - 26 weeks at full pay for birthing partners, and 13 weeks at full pay for non-birthing partners
- Employee donation scheme with AdaptaKind, making an impactful change in the world through company-matched charitable giving, fundraising and volunteering
- Online streaming service - Whether you're a Disney fanatic, an Audible enthusiast or a Netflix nut, there should be something for all!
- Calm app subscription. Calm is the number 1 app for sleep, meditation and relaxation
- Extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS
- RRSP pension scheme up to 4% match as your employer
- Basic life insurance of $25,000 by Canada Life Scheme
- Healthcare insurance by Canada Life Scheme
- Dental care and optical care by Canada Life Scheme
- Accidental death and dismemberment of $25,000 by Canada Life Scheme
- Employee & Family Assist Program (EFAP) by Shepell providing professional, confidential support services for employees and their immediate family members
- Unlimited holiday! That's right, there's no cap on the number of days that you can request off in our holiday year
Company values
- Trust from day one - At The Adaptavist Group, trust is at the core of everything we do. We believe in our team's ability to work flexibly from anywhere, and we deeply value the trust that forms the foundation of our relationships with clients. Our commitment to privacy and security is unwavering, ensuring that we create a safe and supportive environment for everyone
- Teamwork - We admire individual talent, but we believe it’s even more powerful when combined with teamwork. With a global team of over 1,000 people, we know that every single person at The Adaptavist Group plays a vital role, and that nothing we accomplish happens in isolation
- Pragmatism - We value being practical, confident, and flexible over being rigid or stuck in our ways. Trust is key to how we work—we don't rely on strict rules or processes, but focus on what matters: achieving great results and getting the job done well
- Humility - We’re proud of what we do, but we stay grounded and let our work speak for itself. We approach everything with quiet confidence and, when we make mistakes, we own them and see them as chances to learn and grow
- Curiosity - We know we don’t have all the answers, and we understand there’s more than one way to get things done. We’re always open to fresh ideas and welcome the changes they might bring. Curiosity and a passion for innovation have fuelled our growth
Company HQ
London, UK
Leadership
Worked as a Senior Security Consultant for Barclaycard, and was Director of WTG. First joined Adaptavist as a Board Advisor, and was made CEO in 2010.
People progressing
Reece joined TAG as an Associate Software Engineer in May 2019. Within 5 months, they advanced to Software Engineer, then to Senior in under two years, and by September 2024, became Staff Engineer.
Sarah joined TAG as a Project Manager in 2017 in the Toronto office. They found their true calling in Sales and made an internal move a couple of years later and have since advanced to become a Strategic Sales Executive.
Rodrigo initially worked with TAG as a Contractor before joining the UK team permanently as a Commercial Operations Analyst. Since then, they moved to the Madrid office as a Business Operations Manager.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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Diversity, Equity & Inclusion at The Adaptavist Group
Emma Weston (Head of People Experience)
- We know that, historically, the tech sector has felt out of reach or even unwelcoming to many people. At The Adaptavist Group, we're committed to changing that. It's our people who make our success, and we believe that a diverse community—one where everyone feels respected, included, and valued—makes us stronger, more innovative, and more creative as a whole.
- We have created an environment that accommodates and supports people from all backgrounds, offering flexible ways of working and workplace benefits that are genuinely helpful, as well as keeping an open dialogue and welcoming feedback on these topics.
- Whether you've worked in tech for your whole career or this is a brand new direction for you, your experience and skills are valuable to us. We need fresh perspectives, forward thinkers, and problem solvers. We see the whole person, and we hire people who we believe will make a positive contribution to our community.
- We welcome applications from people of all backgrounds, and particularly those who are often underrepresented in our industry, such as women and people of colour.
- We want to level the playing field for all those that interview with us. That's why we have created guidance on our careers page on what to expect as part of our interview process, typical questions we may ask you, and when and where to use AI as part of your application.
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