Head of Technical Support - SaaS

SUMMARY:
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.

POSITION INFO:

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.