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Job Title: Technical Support Manager / Head of Technical SupportLocation: Remote (UK Hours)Employment Type: Full-timeReports to: Technical DirectorIndustry: Medical Automation Software (SaaS)About JifJaffJifJaff is a fast-scaling UK-based SaaS company delivering cutting-edge medical automation solutions to the NHS & Healthcare int he UK. Our mission is to reduce administrative burden and improve patient safety through intelligent automation. As demand rapidly increases, we're expanding our support team to meet the needs of an ever-growing client base.Role OverviewWe are seeking an experienced Technical Support Manager to lead and evolve our technical support function. This is a pivotal, high-pressure role with significant responsibility and influence. You'll manage all inbound technical issues, lead escalation processes, prioritise resolutions, and serve as a key communication bridge between our technical teams and client practices.Key ResponsibilitiesOversee day-to-day technical support operations across all product linesManage issue triage, prioritisation, resolution timelines, and internal escalationsEnsure clear, professional, and timely communication with NHS and private healthcare clientsCollaborate closely with the Technical Director and Product teams to improve issue tracking and product stabilityMonitor support trends and propose strategies for proactive support and product improvementsRequired Skills & ExperienceExceptional written and spoken English; must be able to communicate with clinical and non-clinical audiencesMinimum of 3 years experience in a technical support leadership role within a SaaS environmentStrong understanding of software support lifecycles, ticketing systems, and customer success metricsDeep technical product knowledge and proven ability to learn complex medical software quicklyCalm under pressure, highly organised, and confident in managing escalations and setting expectationsNice to Have (Preferred Qualifications)Experience in the UK healthcare or medtech sectorFamiliarity with NHS digital systems (e.g., EMIS, SystmOne, Docman)ITIL or similar certification in service managementWhat We OfferOpportunity to shape and scale a core function in a fast-growing companyA role with significant autonomy and visibility across the organisationCompetitive salary and performance incentivesExposure to high-impact NHS technology programmesA collaborative, mission-driven team culture