Head of Support

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:

• 33 days annual leave Vibrant and collaborative office in Leith 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:

• Leading the technical support team and setting the standard for service excellence Providing second and third-line support for users of Stampede's SaaS platform Troubleshooting complex networking, WiFi, and connectivity issues Managing the onboarding and rollout of Stampede products to new clients Collaborating with product, engineering, and customer teams to resolve escalations Driving internal improvements in support processes and documentation Hiring, training, and mentoring support engineers as the team grows Acting as a trusted technical point of contact for customers

What We're Looking For:

• Proven experience leading technical support or service delivery in a SaaS or MSP environment Deep networking knowledge - TCP/IP, DNS, DHCP, VLANs, firewalls Hands-on experience with cloud-managed WiFi systems like CloudTrax, Omada, Unifi, Plasma Cloud, or Open Mesh Skilled in configuring and troubleshooting networking hardware (routers, switches, APs) Understanding of captive portals, access control, and splash page configuration Comfortable with tools like HubSpot, Zendesk, or other CRM/ticketing platforms Excellent communicator - confident with both technical and non-technical users 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.