{"id":3646868,"url":"https://alion.io/job/mark43-lead-support-engineer","title":"Lead Support Engineer","company":{"id":179529,"name":"Mark43","domain":"mark43.com","url":"https://alion.io/company/mark43","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":80,"open_postings":28,"ghost_share":0.25,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":87,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manchester, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Claude Code","optional":false},{"name":"GMP","optional":false},{"name":"JavaScript","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false},{"name":"TypeScript","optional":false}],"status":"live","first_seen_at":"2026-11-02T21:25:52Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-04T08:16:30Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":1},"description":"Applicants must be authorized to work for any employer in the country in which the role is being hired. We are unable to sponsor or take over sponsorship of an employment visa at this time.\nWhat You'll Do\nMark43 is seeking a hands-on Lead Support Engineer to lead our growing UK Support team, which supports mission-critical public safety systems for customers including Greater Manchester Police (GMP).\nThis role combines people leadership with active participation in day-to-day technical support. You will manage a team of Junior Support Engineers and Support Engineers while remaining closely involved in the support queue-responding to tickets, conducting initial triage, setting priorities, delegating work, and supporting complex investigations.\nYou will be responsible for ensuring that customer issues are handled efficiently, professionally, and in line with agreed service levels. You will also act as an escalation point for critical P0 and P1 incidents and participate in an on-call rota.\nThe successful candidate will be a confident people manager with a strong technical support background. You should be comfortable switching between coaching team members, coordinating incident response, communicating with customers, and investigating technical issues directly.\nKey Responsibilities\nTeam Leadership and Management\nManage, support, and develop a team of Junior Support Engineers and Support Engineers.\nProvide day-to-day direction, coaching, mentoring, and technical guidance.\nHold regular one-to-one meetings and support performance reviews and career development planning.\nSet clear expectations and ensure consistent standards of customer service, technical investigation, and ticket documentation.\nMonitor team workload, performance, wellbeing, and operational coverage.\nSupport the recruitment, onboarding, and training of new team members.\nIdentify knowledge or skills gaps and coordinate appropriate training and development.\nFoster a collaborative, accountable, and customer-focused team culture.\nWork closely with the UK Support Engineer Manager on team planning, priorities, processes, and operational improvements.\nTicket Management and Triage\nActively participate in the support queue and serve as a point of contact for customer requests received by phone, email, and the ticketing system.\nPerform initial triage of incoming tickets, including: assessing business impact, severity, and priority; confirming that sufficient information has been provided; identifying immediate troubleshooting or containment steps; assigning tickets to the appropriate team member; escalating issues when specialist Engineering or Product input is required.\nBalance and delegate work based on ticket priority, engineer availability, skills, and development needs.\nMonitor ticket progress, service levels, customer communications, and ageing cases.\nTake ownership of complex, high-priority, or sensitive support cases where appropriate.\nEnsure customers receive clear, accurate, and timely updates.\nReview ticket quality and ensure investigations, decisions, and resolutions are properly documented.\nTechnical Support and Investigation\nInvestigate and resolve technical issues across frontend, API, backend, workflow, and data-related areas.\nReproduce reported problems and distinguish product defects from configuration, data, environment, or user-related issues.\nPerform hands-on technical work, including: writing and executing SQL queries where authorised; reviewing application logs and monitoring information; investigating REST APIs and JSON payloads; debugging application behaviour; developing small JavaScript or TypeScript scripts; supporting data remediation and configuration activities.\nPropose and, where appropriate, implement solutions for straightforward technical issues.\nEscalate complex issues to Engineering with clear reproduction steps, supporting evidence, impact assessments, and investigation notes.\nParticipate in root cause analysis and help track corrective and preventative actions.\nContribute to improvements in product reliability, supportability, and customer experience.\nMajor Incident and On-Call Responsibilities\nAct as a management and technical escalation point for P0 and P1 incidents.\nParticipate in an on-call rota to provide support when critical incidents require escalation outside normal working hours.\nCoordinate the initial response to major incidents, ensuring the appropriate internal teams and stakeholders are engaged.\nHelp establish the incident’s scope, customer impact, priority, and next actions.\nMaintain clear and timely communication with customers, support leadership, Engineering, and other stakeholders.\nEnsure incident activity, decisions, updates, and actions are accurately documented.\nSupport post-incident reviews and follow through on agreed improvements.\nExercise sound judgement under pressure while maintaining a calm and structured approach.\nSupport Operations and Continuous Improvement\nSupport the delivery of effective operational coverage for a service operating 24×7.\nMonitor support trends, recurring issues, queue health, and operational risks.\nHelp define, maintain, and improve support processes, escalation paths, runbooks, and technical documentation.\nIdentify opportunities to automate repetitive work and improve team efficiency.\nTrack and report on operational measures such as response times, resolution times, ticket age, backlog, and service-level performance.\nCollaborate with Support teams in other regions to ensure effective handovers and consistent global support.\nWork with Engineering, Product, Professional Services, and other internal teams to improve issue resolution and customer outcomes.\nWhat You'll Need\nPrevious experience managing, supervising, or acting as a technical lead for a Support Engineering, Application Support, Technical Support, or similar team.\nStrong hands-on experience investigating and resolving issues within a production software or SaaS environment.\nPractical professional experience with Java, including the ability to read, understand, debug, and troubleshoot Java applications.\nExperience managing ticket queues, conducting technical triage, prioritising work, and delegating tickets.\nExperience handling high-priority customer issues or major incidents.\nWorking knowledge of: Java and object-oriented programming principles; SQL and relational databases; REST APIs, HTTP, and JSON; modern web application architecture; application logging and monitoring tools.\nAbility to investigate technical issues logically and communicate findings clearly.\nStrong written and verbal communication skills, including the ability to communicate effectively with technical and non-technical stakeholders.\nDemonstrated ability to coach and develop engineers with different levels of experience.\nAbility to manage competing priorities and make sound decisions in a fast-paced environment.\nWillingness and ability to participate in an on-call rota for P0 and P1 escalations.\nA bachelor’s degree in Computer Science, Software Engineering, or a related discipline, or equivalent relevant professional experience.\nKey Skills and Attributes\nSupportive and accountable leadership style.\nStrong technical troubleshooting and analytical skills.\nA willingness to remain hands-on while managing and developing a team.\nExcellent prioritisation, delegation, and workload-management skills.\nCalm and structured decision-making during critical incidents.\nClear and professional customer communication.\nStrong attention to detail and consistent follow-through.\nAbility to translate technical findings into concise, accessible explanations.\nGood judgement when determining when to investigate, delegate, or escalate.\nCommitment to continuous improvement and knowledge sharing.\nAbility to balance customer needs, operational priorities, and team development.\nLocation and Working Model\nThe role is based in Manchester.\nThis is a hybrid position requiring attendance at the Manchester office three days per week.\nThe role includes participation in an on-call rota for escalated P0 and P1 incidents.\nSome flexibility may be required to support critical incidents and a service operating 24×7.\nAdditional Requirements\nMust have the right to work in the UK.\nMust have been resident in the UK for a minimum of five consecutive years.\nMust be willing and able to undergo stringent background checks and security vetting conducted by UK law-enforcement authorities.\nEmployment and access to customer systems are contingent upon successfully completing all required vetting and clearance processes.\nMust be comfortable working with sensitive systems and following strict security, data-protection, and access-control requirements.\nMust be willing to participate in a structured onboarding and training programme.\nWhat We Offer\n28 days’ holiday plus UK bank holidays.\nPrivate medical, dental, and vision insurance through AXA Health and Bupa, fully paid for you and your dependants.\n18 weeks’ paid parental leave for primary caregivers, plus a ramp-back programme.\nIncome protection of 75% of salary and death-in-service cover of four times salary, fully paid.\nPension through Nest with a 3% employer contribution.\nGym reimbursement for you and your partner.\nEquipment allowance to support your home-office setup.\nEnterprise AI tooling, including Claude Code Enterprise licence.\nSpring Health membership, including therapy sessions and mental-wellness tools.\nCompany performance-based bonus.\nOne month’s paid sabbatical upon reaching your five-year anniversary.\nBiannual hackathons, a learning budget, and ongoing investment in your professional development.\nMark43 is approved to hire in Canada, the UK, and 36 U.S. states, including Alabama, Arizona, California (excluding San Francisco), Colorado, Connecticut, Washington D.C., Florida, Georgia, Iowa, Idaho, Illinois, Indiana, Kansas, Massachusetts, Maryland, Maine, Michigan, Minnesota, Missouri, North Carolina, Nebraska, New Hampshire, New Jersey, New Mexico, New York, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Vermont, Washington, Wisconsin, and West Virginia. Before applying to a remote role, please ensure that you are able to perform the position in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift. \nOur Privacy Notice describes how Mark43 uses and protects the personal information of prospective employees during the recruitment process. It informs you about our handling of the personal information you provide to us when you apply for a position in our organization and in general when you express your interest in joining our team.\nAs a part of Mark43's security measures all employees must: Engage in appropriate use of the company's electronic information resources; Become knowledgeable about and follow relevant security policies and guidelines; Protect the resources under their control, such as passwords, computers, and data that they create, receive, or download; and Promptly report security-related incidents and violations, and responding to official reports of security incidents involving their systems or accounts.\nMark43 is committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. 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