R&D / Technical Support Manager

Team size: 10–12 people (Development & Technical Support)
Reports to: CEO / CTO

About the Role
We're looking for an experienced R&D / Technical Support Manager to take ownership of the day-to-day leadership of our development and support team. This role exists to free up senior leadership from operational management so we can focus on strategy and product direction — while you make sure the team runs smoothly, delivers on time, and keeps growing technically.

You'll be the go-to person for the team's people management, project coordination, and technical mentoring, with a strong focus on driving smart adoption of AI tools across our workflows.

What You'll Do

• People management — Lead, coach, and support a team of 10–12 developers and support engineers; conduct 1:1s, performance reviews, and help with hiring and onboarding.
• Work organization & delivery — Own the planning and tracking of tasks, deadlines, and projects in Jira; keep sprints/boards healthy and unblock the team when priorities shift.
• Technical mentoring for Support — Level up the support team's technical skills so they can resolve more issues independently and escalate less.
• AI adoption & tooling — Drive the rollout and expansion of AI-assisted workflows across the team (e.g., Claude/Claude Code), identify where AI can speed up development, support, and documentation, and help the team build good habits around it.
• Reporting — Provide regular, clear reporting to management on team performance, project status, risks, and support metrics (SLAs, ticket volume, recurring issues).
• Process improvement — Spot recurring bottlenecks in development or support workflows and drive fixes (better Jira workflows, escalation paths, on-call/rotation setup, knowledge base upkeep).
• Cross-team communication — Act as the main point of contact between the dev/support team and other departments (product, sales, management) on delivery timelines and technical issues.
• Quality & standards — Help maintain coding, documentation, and support-response standards; support incident reviews/postmortems when things go wrong in production.
• Capacity planning — Balance workload between development, testing and support responsibilities, and flag when the team needs more headcount or external help.
• Compliance & certification coordination — Ensure the team's day-to-day work (development practices, support processes, documentation, incident handling) stays aligned with our ISO 9001 / ISO 27001 (or equivalent) certification requirements; coordinate audits, evidence collection, and process reviews within the team.

What We're Looking For

• Proven experience managing technical teams (development and/or technical support), ideally 10+ people.
• Solid technical background — you don't need to code daily, but you understand development workflows, cloud infrastructure (Azure a plus), and support operations well enough to mentor others.
• Strong organizational skills and hands-on experience with Jira (or similar project/issue tracking tools).
• Genuine interest in AI tooling (Claude, Claude Code, or similar) and how it can be applied to real engineering and support workflows — you'll be expected to lead adoption, not just use it.
• Comfortable producing clear, concise reporting for management.
• Strong communication skills — able to translate between technical and non-technical stakeholders.
• Calm, structured approach to prioritization; good at making trade-off calls under time pressure.

Nice to Have

• Experience with helpdesk platforms (e.g., Zoho Desk) and SaaS/production support environments.
• Familiarity with Azure SQL Database, Azure Web Apps, or similar cloud infrastructure.
• Experience running or improving incident response / on-call processes.
• Experience working within ISO 9001 / ISO 27001 (or similar) management systems — audits, documented processes, evidence tracking.

What We Offer

• Real ownership: you'll shape how the team works, not just execute someone else's process.
• Direct access to leadership and a real say in tooling, process, and AI adoption decisions.