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