{"id":2958121,"url":"https://alion.io/job/the-adaptavist-group-software-support-team-lead","title":"Software Support Team Lead","company":{"id":685927,"name":"The Adaptavist Group","domain":"theadaptavistgroup.com","url":"https://alion.io/company/theadaptavistgroup","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":73000,"max_usd":147000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":42},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Bitbucket","optional":false},{"name":"Confluence","optional":false},{"name":"GitLab","optional":false},{"name":"JavaScript","optional":false},{"name":"Jira","optional":false},{"name":"Monday.com","optional":false},{"name":"Rest API","optional":false},{"name":"Slack","optional":false},{"name":"TypeScript","optional":false},{"name":"Incident Management","optional":true}],"status":"live","first_seen_at":"2026-10-20T13:50:34Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-24T09:46:04Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Working at The Adaptavist Group\nThe Adaptavist Group is a global family of companies with a common goal. We combine the best of teamwork, technology, and processes, helping all kinds of businesses be better today and tomorrow.\nWe are experts at delivering enterprise software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, GitLab, monday.com and Aha!\nWe make change happen. From anywhere.\nWhat we offer you\nWe offer a very generous holiday (PTO) allowance, trusting you to take vacation time that suits your personal life, alongside flexible working hours that empower you to work when it best fits you and your team. We provide MacBooks to all employees and additional support for fully remote workers to set up their home offices.\nOur exceptional Time Away Policy includes 26 weeks of fully paid leave for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS.\nOur trusting, flexible, remote-first way of working means that work can fit around your life, rather than your life fitting around work.\nRead our full list of benefits\n About the role\nAre you a people-first support leader who enjoys solving technical problems, developing high-performing teams, and improving how support works at scale?\nAt 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.\nYou’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.\nBecause 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.\nWhat you'll be doing\nLead, mentor, and develop a team of Software Support Engineers\nRun 1:1s, performance reviews, and support career development\nHelp manage workloads, team coverage, and onboarding for new hires\nAct as an escalation point for high-risk tickets, incidents, and service issues\nLead incident response and post-mortem activities\nMonitor support queues, team performance, and key support metrics\nIdentify operational improvements across processes, tooling, and training\nWork closely with cross-functional teams to share customer insights and improve support outcomes\nContribute to documentation, knowledge sharing, and team training\n What we're looking for\nExperience with support platforms such as JSM, Zendesk, or similar\nHands-on experience with Atlassian products, including Jira, Confluence, and/or Bitbucket\nFamiliarity with REST/Java APIs, ideally in the Atlassian ecosystem\nExperience writing code - Groovy or JavaScript/TypeScript preferred\nExperience working with cloud-hosted products such as AWS or Azure\nStrong written and verbal communication skills in English\nExperience leading or managing a support team\nA few nice to haves\nDegree in Computer Science or equivalent experience\nKnowledge of SDLC processes\nPrevious incident management or project management experience\nFamiliarity with ISO/security standards\nUnderstanding of AI best practices and safety\n 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.\nDrop us your application, we’d love to hear from you!\nWhat to expect\nWe have published some support on Interviewing with us to try to alleviate any pre-interview anxieties, here you’ll find information to help you prepare and ace an interview at TAG.\nYou can read them here\nEqual opportunities for everyone\nAt The Adaptavist Group, we are committed to promoting a diverse and inclusive community and believe this positively impacts both the creation of our innovative products and our delivery of bespoke solutions to our global customers and our own unique culture. We encourage all qualified applicants, regardless of age, disability, race, sexual orientation, religion or belief, sex, gender identity, pregnancy and maternity, marriage, and civil partnership status.\nRecruitment fraud notice\nWe are aware of recruitment scams where individuals or organisations may falsely claim to represent us. We take this seriously and are committed to protecting candidates throughout our hiring process.\nWe will never ask for any form of payment, fees, or financial commitment at any stage of recruitment, including applications, interviews, onboarding, or equipment provision.\nMost of our recruitment communications are sent from our system, SmartRecruiters, and may come from addresses such . All our emails are signed off by The Talent Team @ The Adaptavist Group.\nIf you are ever unsure about the authenticity of a message or job offer, please verify it via our official careers channels before responding.\nÉgalité des chances pour tous\nChez The Adaptavist Group, nous nous engageons à promouvoir une communauté diversifiée et inclusive et sommes convaincus que cela a un impact positif sur la création de nos produits innovants, la fourniture de solutions sur mesure à nos clients internationaux et notre culture unique. Nous encourageons toutes les candidatures qualifiées, quels que soient leur âge, leur handicap, leur origine ethnique, leur orientation sexuelle, leur religion ou leurs convictions, leur sexe, leur identité de genre, leur état civil, leur grossesse et leur maternité.\nAvis de fraude au recrutement\nNous sommes conscients de l'existence de fraudes au recrutement, dans lesquelles des individus ou des organisations peuvent prétendre faussement nous représenter. Nous prenons cette question très au sérieux et nous nous engageons à protéger les candidats et candidates tout au long de notre processus de recrutement.\nNous ne vous demanderons jamais de paiement, de frais ou d'engagement financier à quelque étape que ce soit du recrutement, y compris lors des candidatures, des entrevues, de l'accueil et intégration, ou de la fourniture de matériel.\nLa plupart de nos communications de recrutement sont envoyées via notre système SmartRecruiters et peuvent provenir d'adresses telles que @SmartRecruiters.com. Tous nos courriels sont signés par The Talent Team @ The Adaptavist Group.\nSi vous avez le moindre doute sur l'authenticité d'un courriel ou d'une offre d'emploi, veuillez vérifier via nos plateformes officielles d'emploi avant d'y répondre.","description_format":"text","description_chars":7243,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Flexible schedule","Home office"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["DevOps & Platform Engineering","Project & Work Management Software","Developer Tools","Enterprise Apps Implementation Partners"],"lifecycle":[{"event":"open","at":"2026-10-20T22:08:29Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":43,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/the-adaptavist-group-software-support-team-lead","json_url":"https://alion.io/job/the-adaptavist-group-software-support-team-lead.json","meta":{"generated_at":"2026-10-24T13:52:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20001,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":685927},"rest":"https://alion.io/mcp/rest/get_company?id=685927"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fthe-adaptavist-group-software-support-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fthe-adaptavist-group-software-support-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fthe-adaptavist-group-software-support-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/the-adaptavist-group-software-support-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fthe-adaptavist-group-software-support-team-lead"}]}