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 a senior technical problem-solver who owns the hardest customer issues from first symptom to confirmed root cause. You take a fault that others have circled and trace it through the stack until the cause is proven. You know when to pull in a specialist team and how to make that handover clean. You think in systems: how a browser, application server, database and integration interact, and how a change in configuration or data can ripple into a customer's workflow. Customers trust you in a crisis, and colleagues come to you when a case needs direction. You set a high bar for evidence and for how AI tools are used in investigation. You want to lead, coach and shape how Support and Product work together, and you're ready to grow towards principal-level technical leadership.

Day-to-day, you will:

• Lead the most complex investigations end to end, owning the diagnosis, the customer's recovery plan and the timeline for resolution.
• Act as the senior escalation point for critical cases, including those with statutory deadlines or safeguarding risks, making the call on priority and on when specialist teams must be engaged.
• Coach Technical Support Leads on troubleshooting method, evidence gathering and customer communication, raising the standard of the whole team's work.
• Drive systemic fixes by working with Product and Engineering on recurring faults, following each one through to a verified change so it stays fixed.

Your skills and experiences might also include:

• Deep full-stack diagnosis with strong SQL and log analysis, able to build an evidence trail that stands up to scrutiny from customers and Engineering.
• A strong grasp of API, integration and authentication design, including how failures propagate across connected products.
• Proven experience supporting cloud-based SaaS platforms at scale, with working knowledge of GDPR and other regulatory obligations when handling customer records.
• Clear standards for AI-assisted investigation, with the judgement to know where these tools help, where they mislead, and how to verify output before acting on it.

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.