Technical Support Manager
Confirmed live in the last 24 hours
Dojo
Job Description
We’re reinventing payments.
In less than four years, Dojo disrupted the market to become the largest and most loved acquirer in the UK. Our payments infrastructure, purpose-built for in-person commerce, is game changing.
Now, over 150,000 customers across four countries choose to transact billions with us every year.
But we’re just getting started.
Our people are the driving force behind our success. They are our greatest investment and our ultimate competitive advantage. We hire exceptional people and give them the autonomy, trust, and ownership to thrive. The results take care of themselves.
Role Overview
As the Technical Support Manager, you will lead a high-performing team of Technical Support Engineers responsible for ensuring the health and reliability of our customer lifecycle. You are the connective tissue between sellers, customers, and the engineering community. This is a "hands-on" leadership role: you will oversee the support process, dive into complex technical investigations, and ensure that every issue is triaged, translated, and routed to the correct engineering squad for resolution.
What you will do…
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Team Leadership: lead and mentor a team of Technical Support Engineers to deliver operational excellence and meet evolving business KPIs (e.g. TTR, First Response, Escalation Accuracy).
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Process architecture: establish and refine E2E support workflows to ensure seamless communication between users of the systems (e.g. Sales/CS), level 1 support, and engineering teams.
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Issues orchestration: actively monitor real-time channels to acknowledge, triage, and assess the severity of enterprise-level issues as they arise.
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Root-cause investigation: conduct deep-dive technical forensics using logs, APIs, and database queries to pinpoint exactly where a customer journey has failed.
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Technical translation: translate complex failures into high-context Jira tickets, providing developers with clear reproduction steps and business impact assessments.
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Stakeholder alignment: facilitate prioritisation discussions between Product and Business units to ensure engineering resources are focused on the highest-value resolutions.
What you will bring…
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Leadership experience: proven track record in people management or leading complex, multi-stakeholder technical workstreams.
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Salesforce ecosystem: deep functional knowledge of the Salesforce platform, specifically Sales Cloud, CPQ, or FSC.
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Technical diagnostics: expert-level ability to trace data flow using APIs (Postman/cURL), SQL/Database queries, and log management tools.
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Strategic Communication: exceptional ability to "bridge the gap" - explaining schema conflicts to developers while simultaneously updating Sales on deal-blocking issues.
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System In
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