Job Description

Lead Complex Support – Drive Solutions That Matter

Take ownership of high-impact technical challenges and lead from the front. In this role, you'll handle complex support issues, guide teams, and work closely with product and development stakeholders to deliver continuous improvements and exceptional customer experiences.

Key Responsibilities

• Provide advanced (third-line) application support for complex issues
• Prioritise and resolve escalated cases across all support channels
• Collaborate with development, testing, product, and support teams
• Own issues end-to-end and ensure timely resolution
• Train and mentor support agents, including new hires
• Build and maintain knowledge base content
• Analyse customer feedback and drive improvements or feature requests
• Support client onboarding alongside Customer Success (remote/on-site)
• Validate bug fixes and assist with product testing
• Participate in on-call/off-shift support

What You Bring

• 3+ years' experience in customer/software support
• Strong problem-solving with ability to handle complex cases
• Advanced Excel skills (formulas and data handling)
• Clear and professional communication skills
• Leadership ability to coach, guide, and motivate others
• Customer-focused with strong ownership mindset

Nice to Have

• Knowledge of Maltese or additional languages
• Driving license and own car