Head of Technical Support
Leith, Edinburgh (Onsite)
£50,000 - £60,000 DOE
Bright Purple are looking for a Head of Technical Support to join a growing SaaS client. You’ll be part of a values-led, local team that believes in taking ownership, making things happen, and doing great work together. Expect greenfield projects, hands-on responsibility, and the chance to make a real impact in a growing business.
Benefits include:
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33 days annual leave
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Vibrant and collaborative office in Leith
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Autonomy, influence, and career development in a high-growth environment
As Head of Technical Support, you’ll lead and grow a small but high-performing team. This is a technical, sleeves-rolled-up kind of role, perfect for someone who loves diving into complex WiFi and networking issues while mentoring and coaching others.
What You’ll Be Doing:
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Leading the technical support team and setting the standard for service excellence
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Providing second and third-line support for users of Stampede’s SaaS platform
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Troubleshooting complex networking, WiFi, and connectivity issues
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Managing the onboarding and rollout of Stampede products to new clients
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Collaborating with product, engineering, and customer teams to resolve escalations
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Driving internal improvements in support processes and documentation
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Hiring, training, and mentoring support engineers as the team grows
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Acting as a trusted technical point of contact for customers
What We’re Looking For:
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Proven experience leading technical support or service delivery in a SaaS or MSP environment
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Deep networking knowledge – TCP/IP, DNS, DHCP, VLANs, firewalls
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Hands-on experience with cloud-managed WiFi systems like CloudTrax, Omada, Unifi, Plasma Cloud, or Open Mesh
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Skilled in configuring and troubleshooting networking hardware (routers, switches, APs)
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Understanding of captive portals, access control, and splash page configuration
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Comfortable with tools like HubSpot, Zendesk, or other CRM/ticketing platforms
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Excellent communicator – confident with both technical and non-technical users
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Good grasp of GDPR and data protection best practices
If you’re an experienced tech support leader ready to make your mark in a fast-growing SaaS business with a strong product and supportive team, we’d love to hear from you.
Apply now with your CV and a member of the Bright Purple team will be in touch.
Bright Purple is an equal opportunities employer: we are proud to work with clients who share our values of diversity and inclusion in our industry.