Support Tech Lead

Job Purpose

The Technical Lead is responsible for the delivery and continuous improvement of the Support  Platform. Working alongside Support Analysts, ServiceNow Developers, and AI Automation Engineers, the role combines analytics, technology, and engineering to reduce support demand, improve customer experience, and increase operational efficiency.

Working closely with the Product Manager and Head of Deflection, the Technical Lead transforms operational insights into scalable solutions through automation, self-service, knowledge management, AI capabilities, and ServiceNow enhancements.

About Product & Technology

 

Product & Technology plays a pivotal role in aligning the organization with its strategic objectives and enhancing shareholder value. Product & Technology is responsible for establishing unified standards and governance practices throughout the company. Additionally, we oversee the development and maintenance of core applications essential for the seamless operation of various functions across the organization. We are committed to driving and executing future roadmaps that are in line with the overall strategic direction of RWS. 

 

With a global reach, Product & Technology provides support services to over 7500 end users worldwide. We take pride in managing the information security operation and safeguarding all our assets. Our core functions encompass Enterprise & Technical Architecture, Network & Voice, Infrastructure, Service Delivery, Service Operations, Data & Analytics, Security & Quality Compliance, Transformation, Application Development, Enterprise Platforms, With a dedicated team of over 500 staff, Product & Technology ensures a strong presence across all regions, enabling efficient and effective support to our global operations.

Job Overview

Key Responsibilities

 

Team Leadership

• Establish delivery priorities and technical standards.
• Mentor team members and promote continuous improvement.
• Manage technical capability, resource planning, and delivery quality.

Analytics & Insight

• Oversee analysis of support demand, recurring issues, and service performance trends.
• Ensure actionable insights are produced from support data.
• Work with analysts to identify opportunities for automation, self-service, and process improvement.
• Support data-driven decision making across the Deflection function.

Technical Delivery

• Design and deliver solutions that reduce support demand and improve operational efficiency.
• Lead implementation of AI-assisted triage, intelligent routing, workflow automation, and self-service capabilities.
• Oversee ServiceNow development, integrations, and platform enhancements.
• Ensure solutions are scalable, secure, and supportable.

Platform Ownership

• Own the technical architecture of the Support Platform.
• Manage platform health, technical debt, and engineering standards.
• Drive adoption of AI, automation, and knowledge-driven capabilities.
• Evaluate new technologies that support the deflection strategy.

Success Measures

• Improvement in support deflection rates.
• Reduction in repeatable support demand.
• Adoption of automation, AI, and self-service capabilities.
• Quality and timeliness of analytics and recommendations.
• Delivery of roadmap commitments.
• Technical team effectiveness and capability growth.
• Platform reliability and performance.

 

Life at RWS

Life at RWS - If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, then you’ll love life at RWS. 

 

Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career. 

 

In return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

 

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics. 

RWS Values 

 

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.

 

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.