Product Support Lead

Product Support Lead | Derby - Hybrid | Permanent | £65,000 + Benefits

Do you want to help shape the Future of Customer Support in a High-Growth Cyber Security Business...

We're partnering with an innovative and fast-growing secure communications company at the forefront of hardware encryption technology. Based in the heart of Derbyshire, our client develops cutting-edge solutions that protect mission-critical IP data for customers with the most demanding security requirements.

This is a rare opportunity to join a highly talented and collaborative engineering environment and make a genuine impact. As the business continues to grow, you'll have the chance to take ownership of the support function, influence its direction, and build a best-in-class team from the ground up.

About the role 

As Lead Product Support Engineer, you'll be the driving force behind customer support, combining hands-on technical expertise with the opportunity to shape and develop a scalable support organisation.

Initially, you'll act as the technical lead, managing customer enquiries, resolving complex issues, and providing an outstanding customer experience. Over time, you'll have the opportunity to establish and lead a multi-tier support team, playing a key role in the company's continued growth and success.

Key Responsibilities

• Take ownership of the end-to-end support function and act as the primary escalation point.

• Deliver hands-on technical support, managing complex customer issues and high-priority incidents.

• Develop and enhance support processes, service standards, and ITIL-aligned best practices.

• Build and grow a scalable multi-tier support team, fostering a culture of knowledge sharing and customer focus.

• Act as a trusted technical advisor, providing customer consultancy, training, and best practice guidance.

• Collaborate closely with engineering and product teams to drive issue resolution and continuous improvement.

• Contribute to product development through customer feedback and insights.

• Occasional UK travel and rare international travel may be required.

What we're looking for

• Proven experience in a technical support or product support environment, with the ability to manage complex customer issues.

• Previous leadership experience or the ambition to step into a role where you can build and develop a support function.

• Strong troubleshooting skills across IP networking environments and hardware-based technologies.

• A customer-focused mindset with excellent communication and stakeholder management skills.

• Experience with ITIL principles and service management best practices.

• A proactive approach, with a passion for continuous improvement and delivering exceptional customer service.

• The ability to collaborate effectively with engineering and cross-functional teams in a fast-paced environment.

What's on offer 

• Opportunity to own and shape a critical business function

• Clear progression into support leadership / service management

• Collaborative, highly technical working environment

• 25 days holiday (with buy/sell up to 5 days coming this year).

• Up to 10% bonus scheme.

• 4% company pension contribution.

• Free on‑site EV charging (fair‑use policy applies).

• Flexible working culture within an office‑based role.

• Opportunities to expand into testing, training, and deeper product expertise.