Role and Responsibility: - Investigate and drive support resolution with senior external clients, internal stakeholders, and other Marquee engineering teams. Serve as a point of escalation for support issues. - Troubleshoot and resolve complex technical issues, collaborating with cross-functional teams as needed. - Manage escalations and incidents, directing the team and updating stakeholders. Able to dive in to resolve issues. - Manage staff rotas, schedules, and vacation planning. - Engage with stakeholders to assess needs and provide monthly reporting. - Ensure the team follows standard processes and monitors performance. - Provide mentorship and guidance to junior team members to ensure successful resolution of issues. - Continuously improve processes and systems to increase reliability and reduce risk. - Influence and suggest improvements on the roadmap for enhancing the Marquee client experience. Key Criteria: - Must have a proven record of team leadership in a support environment. - Must have working knowledge and experience with Python or Java, debugging API calls, and working with UIs. - Must be willing to execute on support issues while also building out the function and automating resolution of repeat issues. - Able to dive in, pick up issues, solve them, or coordinate the response and follow through to resolution. Perks and Benefits: - An employer pension scheme - 25 days holiday plus statutory bank holidays, with the option to carry forward or cash in 5 days each year - Access to YuLife wellness platform, subscription to Meditopia app, premium subscription to Fiit, life coaching and emotional well-being sessions, 24/7 virtual GP access, and an employee assistance programme - Life insurance and income protection - Enhanced maternity and paternity pay - Cycle to work scheme - Travel loan scheme - A tech scheme which lets you choose from over 5000 tech products at up to a 12% discount - Free unlimited Udemy account for every employee to support their continuous learning and improvement - Support in obtaining relevant certifications Job Type: Full-Time Location: Birmingham, UK