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Head of Support

Redgate is looking for a passionate and talented person to lead our global, award-winning, Product Support team and provide exceptional customer support for users of Redgate tools. Reporting to the Director of Customer Success, this is a key role in our transition to a subscription business.

You will play a vital as a leader in the Customer Success team, ensuring a positively memorable customer experience for each of our customers. You will be responsible for the continuous learning and innovation of the Product Support team to enhance customer satisfaction and brand awareness.

You will collaborate with the Customer Success, Product and Commercial teams to improve our services and delivery. You’ll champion our products, provide our product development teams with customer feedback and help your colleagues to understand the technical concepts behind the tools. You need to be comfortable with the monitoring, analysis, reporting and communication of customer insights.

You will be leading a team of three managers and 15 support engineers. You will be responsible for the development and motivation of your team – carrying out monthly one-to-ones, coaching, training and giving feedback consistently.

The role is challenging and diverse, and to keep you at the top of your game Redgate invests in you and your career, providing all the training and support you’ll need to achieve great work.

To apply, simply upload your CV and covering letter or get in touch if you’d like to talk to us first.

What makes you our next Head of Support?

  • You have solid management experience and have led a global support team before.
  • Genuine passion for customer experience and delivering the highest quality customer service.
  • Understanding of software delivery methodologies and best practices such as Agile and DevOps.
  • You have a successful track record working in a technical environment and a knack for understanding tricky technical concepts.
  • Excellent communication and collaboration skills.
  • Ability to work across an organisation to make continuous improvements in Support.
  • A commercial mindset and ability to understand how to drive value for Redgate through customer services.
  • Outcome-drive and action-orientated working style.
  • Strong people and performance management skills with experience of team building.
  • Ability to motivate and empower a team to do great work.
  • Ability to understand, translate and report on data.
  • Experience of striking the right balance between operational demands and project work.
  • Ability to foster innovation and creativity and the experience of managing change.
  • Comfortable with transparency and feedback 

What would really help?

  • A degree in a technical or science discipline.
  • You have experience working with SQL or other relational databases
  • Experience setting up and maintaining Windows Server and/or clusters.
  • Knowledge of installing and maintaining web servers (IIS, Apache).
  • SQL Server administration experience (backing up or restoring databases).
  • Scripting or basic programming knowledge.
  • An understanding of installing and maintaining SQL Source Control systems (Subversion, TFS, Git), and setting up and maintaining Virtual Machines (VMWare, Microsoft HyperV).

What’s the package?

  • A great benefits package.
  • You’ll work 40 hours per week.
  • Salary in the range of £55k – £70k (depending on experience).

Redgate are happy to fully fund all fees and charges related to the successful applicant obtaining a Skilled Worker Visa if needed. We will also assist with both the financial costs and logistics of your move to the UK.

At Redgate we recruit on a rolling basis, which means we carry on recruiting until we find the right person for the role. We tend to compare individuals to the role specification rather than to each other.

Apply for this job now

Please only apply for roles through our website, as we are unable to accept applications made by email.

We use a third-party recruitment system. We will always get back to you, so please check your junk folder, as sometimes our emails won’t show in your inbox.

Take a look at our privacy policy to find out how your data is looked after.

Close

Redgate is committed to supporting remote working throughout 2021 for all of our people, including new people who join us. We're also aiming to accommodate COVID-safe office-based working for people who prefer to work this way when and where we can. Understanding how we can evolve our ways of work to offer flexibility and the benefits of both worlds after the pandemic is over is a key company goal for 2021. Please note that we would require you to be located in the country/state where your role is based.

How to apply

Apply below with a CV and covering letter.

Apply for this job now

Please only apply for roles through our website, as we are unable to accept applications made by email.

We use a third-party recruitment system. We will always get back to you, so please check your junk folder, as sometimes our emails won’t show in your inbox.

Take a look at our privacy policy to find out how your data is looked after.

Close

Redgate is committed to supporting remote working throughout 2021 for all of our people, including new people who join us. We're also aiming to accommodate COVID-safe office-based working for people who prefer to work this way when and where we can. Understanding how we can evolve our ways of work to offer flexibility and the benefits of both worlds after the pandemic is over is a key company goal for 2021. Please note that we would require you to be located in the country/state where your role is based.

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Our hiring process

Application

Tell us about yourself, your skills and experience, and talk about why you’d like to work at Redgate.

Include a CV, or a link to your LinkedIn page, and if you'd like to show some of your work, attach your portfolio or point us to Stack Overflow or GitHub.

Assessments

We’ll acknowledge your application straight away, review it and keep you updated on your progress. We might also email an assessment to complete, or invite you for a brief telephone interview. If we don’t think you’re suitable we’ll tell you why. We won’t let you down, we’ll try and help you.

Our assessments focus on how well you’re able to do the job – we won’t ask you to solve arbitrary logic puzzles.

Interviews

You’ll be talking to different people, you may well meet people you’ll be working with, and we’ll allow time for you to ask questions. We don’t have a dress code at Redgate, by the way, so dress in whatever makes you comfortable.

We want you to be relaxed and at your best in our interviews. If there's anything you'd especially like us to ask you about, or any parts of the interview you dread, let us know.

Offer

If we think you’d be great at Redgate, we’ll make an offer and iron out any details like relocation issues.

If we don’t think you’ll fit in right away, we’ll tell you why. Some people have taken our advice and come back a year later and got a job.