Senior Technical Support Lead

We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you?

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.

On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have two charity days allocated to support a cause that matters to you.

About you:
You’re an experienced technical support professional who enjoys solving complex problems and helping both customers and colleagues succeed. You combine deep technical knowledge with a customer-first approach, taking ownership of challenging situations and turning them into positive outcomes. You’re equally comfortable investigating technical issues, coaching others, and working across teams to drive improvements. You also embrace new technology and see the value of using AI tools to improve the support experience for customers and teams alike.
Day-to-day, you will:
• Resolve complex technical issues through detailed investigation and troubleshooting, helping customers get the most value from our products while meeting service expectations.
• Lead customer recovery activities, working with customers who have had a poor experience to rebuild trust, address concerns, and improve outcomes.
• Share your expertise through coaching, mentoring, quality reviews, and training, helping colleagues build confidence and capability when handling technical issues.
• Work closely with Product, Engineering, and Customer Success teams to identify trends, improve processes, and provide insights that strengthen our products and services.
Your skills and experiences might also include:
• Understanding of cloud-based software and Software as a Service (SaaS) environments, with the ability to investigate and troubleshoot complex technical issues.
• Experience using programming or scripting languages and application programming interface (API) testing tools to support technical investigations.
• Knowledge of coaching frameworks, quality assessment methodologies, or continuous improvement approaches such as Six Sigma.
• Experience presenting data, customer insights, or quality trends in a clear and meaningful way to a range of stakeholders.

What are we all about?

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used.

With over 9,300 talented individuals driving innovation and customer excellence, we’re shaping the future of work. And we want you to be part of it. At Access, people are at the heart of everything we do . We’re committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive. If you’re excited about this role - even if your experience doesn’t tick every box - you might be exactly who we’re looking for.

We believe in equality for all and the transformative power of diversity. So why not join our vibrant team, where you can love what you do, love how you live, and most importantly, be authentically you?

Let’s make a difference together.
Love Work. Love Life. Be You.