Technical Support Manager Full Time NEW

We’re reinventing payments.In less than four years, Dojo disrupted the market to become the largest and most loved acquirer in the UK. Our payments infrastructure, purpose-built for in-person commerce, is game changing.Now, over 150,000 customers across four countries choose to transact billions with us every year.But we’re just getting started.Our people are the driving force behind our success. They are our greatest investment and our ultimate competitive advantage. We hire exceptional people and give them the autonomy, trust, and ownership to thrive. The results take care of themselves.Role OverviewAs the Technical Support Manager, you will lead a high-performing team of Technical Support Engineers responsible for ensuring the health and reliability of our customer lifecycle. You are the connective tissue between sellers, customers, and the engineering community. This is a “hands-on” leadership role: you will oversee the support process, dive into complex technical investigations, and ensure that every issue is triaged, translated, and routed to the correct engineering squad for resolution.What you will do…Team Leadership: lead and mentor a team of Technical Support Engineers to deliver operational excellence and meet evolving business KPIs (e.g. TTR, First Response, Escalation Accuracy).Process architecture: establish and refine E2E support workflows to ensure seamless communication between users of the systems (e.g. Sales/CS), level 1 support, and engineering teams.Issues orchestration: actively monitor real-time channels to acknowledge, triage, and assess the severity of enterprise-level issues as they arise.Root-cause investigation: conduct deep-dive technical forensics using logs, APIs, and database queries to pinpoint exactly where a customer journey has failed.Technical translation: translate complex failures into high-context Jira tickets, providing developers with clear reproduction steps and business impact assessments.Stakeholder alignment: facilitate prioritisation discussions between Product and Business units to ensure engineering resources are focused on the highest-value resolutions.What you will bring…Leadership experience: proven track record in people management or leading complex, multi-stakeholder technical workstreams.Salesforce ecosystem: deep functional knowledge of the Salesforce platform, specifically Sales Cloud, CPQ, or FSC.Technical diagnostics: expert-level ability to trace data flow using APIs (Postman/cURL), SQL/Database queries, and log management tools.Strategic Communication: exceptional ability to “bridge the gap” – explaining schema conflicts to developers while simultaneously updating Sales on deal-blocking issues.System Integration: solid understanding of integration patterns, synchronisation failures, and how data moves between internal services and external platforms.High-pressure prioritisation: demonstrated ability to remain structured and decisive during high-stakes “deal-desk” scenarios or system-critical outages.Dojo home and awayWe believe our best work happens when we collaborate in-person. These “together days” foster communication, drive innovation and spark our brightest ideas.That’s why we have an office-first culture. This means working from the office 4+ days per week.With offices across Europe, we know a thing or two about staying dynamic. Need deep focus? Head to a quiet zone. Big ideas? Collaboration spaces have you covered. Just here for a catch-up? Our social hubs make it easy. Do work that counts, in spaces made for you.Question: what’s curious, relentless, and customer obsessed?If you’re keen to know the answer, you’re a third of the way to meeting our Dojo values.If The Following Speak To You, Let’s TalkYou’re curious. You have a real desire to learn and create.You’re relentless. You keep going even when it’s easier not to. You’re customer-obsessed. You know how important customers are to what you do. Diversity, equity, and inclusion at DojoFrom local bakeries to well-known eateries, Dojo payments serve over 150,000 places across the UK.And something that’s fundamental to creating relevant, innovative products at Dojo is to build teams to reflect the diversity of the businesses we serve.Our drive to improve diversity, equity, and inclusion is closely linked to helping employees thrive and innovating for better customer experiences.If you care about your work, you’re curious, and you think customer-first, you have a place at Dojo.To make sure you’re the best you can be throughout the recruitment process, let us know if you need any extra adjustments to help you thrive.Visit dojo.careers to find out more about our benefits and what it’s like to work at Dojo, or check out our LinkedIn and Instagram pages.