Head of Technical Support - SaaS
- Cape Town, Western Cape
- Permanent
- Full-time
Lead Technical Support for a Fast-Scaling UK MedTech SaaS Firm
Foreshore, Cape Town Salary Negotiable Based on ExperienceAbout Our Client
Our client is a rapidly growing UK-based SaaS company delivering advanced medical automation software to the NHS and broader UK healthcare sector. Focused on reducing administrative burdens and enhancing patient safety, the company uses intelligent automation to streamline clinical workflows. With soaring demand, they are scaling their support function to serve an expanding customer base more effectively.The Role: Technical Support Manager / Head of Technical Support
This is a pivotal leadership role overseeing the entire technical support function. You will manage all inbound issues, lead escalations, and serve as a key liaison between client users and internal technical teams. Your mission is to ensure a seamless, responsive, and effective support experience for NHS and private healthcare clients.Key ResponsibilitiesOversee day-to-day technical support operations across multiple product linesManage triage, prioritisation, resolution timelines, and escalationsEnsure timely, clear, and professional communication with healthcare clientsCollaborate with Technical Director and Product teams to improve stability and issue trackingMonitor support patterns and implement strategies for proactive issue prevention and product improvementAbout YouMinimum 3 years in a technical support leadership role within a SaaS environmentExceptional written and verbal English; confident communicating with both clinical and technical stakeholdersStrong grasp of software support processes, ticketing systems, and customer success metricsTechnically astute with a quick grasp of complex medical software systemsCalm, organised, and composed in high-pressure escalation scenariosExperience in UK healthcare or medtech sector (preferred)Familiarity with NHS digital systems such as EMIS, SystmOne, or Docman (a plus)ITIL or similar service management certification (advantageous)What We OfferA chance to define and scale a mission-critical support functionSignificant autonomy and strategic visibility within a fast-growing companyCompetitive compensation and performance-linked incentivesFirsthand exposure to impactful NHS digital transformation programmesA values-driven, collaborative team environmentIf you're ready to drive technical support excellence in a company reshaping UK healthcare, we want to hear from you.
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