Technical Support Manager
Technical Support Manager
Nottingham, UK (onsite/hybrid)
An innovative AI-native startup within an established UK technology group is hiring a Technical Support Manager to join the team in Nottingham.
As a Technical Support Manager, you will own complex technical escalations, lead customer support delivery, and ensure field engineers and customers can deploy and maintain systems successfully at scale.
The company has been serving the public transport and blue-light sectors for over 20 years, providing and maintaining cutting-edge networking, CCTV, telematics, and AI-based hardware and software solutions. This role sits at the heart of their technology division, which applies artificial intelligence and computer vision to deliver intelligent, data-driven systems.
The Role
In this position, you will become the ultimate technical authority that customers and field teams rely on. You will own the resolution of complex hardware issues, support customers through onboarding and fault diagnosis, and ensure field engineers have the knowledge to get things right the first time.
Key Responsibilities:
- Issue Resolution & Escalation: Own customer support tickets end-to-end (via phone, email, and remote diagnostics), acting as the ultimate escalation point for challenging hardware and configuration problems.
- Field Engineer Support: Create and maintain Field Service Guides, troubleshooting documentation, and knowledge base articles to drastically improve first-time fix rates.
- Training & Onboarding: Design and deliver training programmes for field service engineers and customers, leading technical onboarding to ensure confident product deployment.
- Hands-on Diagnostics: Conduct practical testing and fault replication to identify root causes, occasionally travelling to customer sites to investigate complex or recurring issues.
- Client Engagement: Demonstrate product features and capabilities to customers and partners, helping them maximise value from the platform.
Required Skills:
- A proven track record in a customer-facing technical support or hardware engineering role.
- Hands-on experience with hardware, ideally within electronics, telecoms, CCTV, or networking.
- A strong diagnostic and analytical mindset with a passion for getting to the root cause of an issue.
- Exceptional communication skills, with the ability to adapt technical concepts for field engineers, customers, and senior stakeholders alike.
- Excellent written skills for producing clear technical documentation and training materials.
- A degree in a relevant technical discipline or equivalent practical experience.
Nice to Have Skills:
- Experience with IP CCTV, video management systems, 4G/5G routers, or telematics hardware.
- A background in field service engineering or technical training delivery.
- Familiarity with helpdesk/ticketing systems and support KPIs.
- Exposure to AI edge computing devices, including GPU and NPU-based hardware (e.g., NVIDIA Jetson, Hailo, Qualcomm, or similar platforms).
What is on Offer
- The opportunity to take complete technical ownership and shape the support function of an industry leader.
- Exposure to next-generation AI and computer vision technologies.
- A collaborative, established team environment with excellent long-term stability.
Recruiter’s Note
We are looking for someone who naturally becomes the escalation point - calm under pressure, highly analytical, and able to translate complex technical issues into clear actions for both engineers and customers. Exposure to edge computing or AI hardware platforms is a strong advantage but not essential.
Interested? Apply directly through LinkedIn, or send your CV to george@eu-recruit.com
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