Head of Technical Support - SaaS

Technical Support Manager / Head of Technical Support

Lead Technical Support for a Fast-Scaling UK MedTech SaaS Firm

Foreshore, Cape Town Salary Negotiable Based on Experience

About Our Client

Our client is a rapidly growing UK-based SaaS company delivering advanced medical automation software to the NHS and broader UK healthcare sector. Focused on reducing administrative burdens and enhancing patient safety, the company uses intelligent automation to streamline clinical workflows. With soaring demand, they are scaling their support function to serve an expanding customer base more effectively.

The Role : Technical Support Manager / Head of Technical Support

This is a pivotal leadership role overseeing the entire technical support function. You will manage all inbound issues, lead escalations, and serve as a key liaison between client users and internal technical teams. Your mission is to ensure a seamless, responsive, and effective support experience for NHS and private healthcare clients.

Key Responsibilities

Oversee day-to-day technical support operations across multiple product lines

Manage triage, prioritisation, resolution timelines, and escalations

Ensure timely, clear, and professional communication with healthcare clients

Collaborate with Technical Director and Product teams to improve stability and issue tracking

Monitor support patterns and implement strategies for proactive issue prevention and product improvement

About You

Minimum 3 years in a technical support leadership role within a SaaS environment

Exceptional written and verbal English; confident communicating with both clinical and technical stakeholders

Strong grasp of software support processes, ticketing systems, and customer success metrics

Technically astute with a quick grasp of complex medical software systems

Calm, organised, and composed in high-pressure escalation scenarios

Experience in UK healthcare or medtech sector (preferred)

Familiarity with NHS digital systems such as EMIS, SystmOne, or Docman (a plus)

ITIL or similar service management certification (advantageous)

What We Offer

A chance to define and scale a mission-critical support function

Significant autonomy and strategic visibility within a fast-growing company

Competitive compensation and performance-linked incentives

Firsthand exposure to impactful NHS digital transformation programmes

A values-driven, collaborative team environment

If you're ready to drive technical support excellence in a company reshaping UK healthcare, we want to hear from you.