Technical Support Team Lead

Vertice was launched in 2022 to transform how companies manage their technology spend. Our agentic workflows, AI insights and expert buyers empower companies to buy smarter and scale faster, with Finance and Procurement leaders in over 30 countries worldwide trusting Vertice to manage their software purchases. In the software category alone, we have managed over $10bn in spend and have a track record of delivering 20% savings and halving procurement cycles. Headquartered in London with offices across the world including New York, Brno, Sydney and Johannesburg, we’re shaping the future of procurement on a global scale. And we’re just getting started. Founded by serial entrepreneurs Roy Tuvey and Eldar Tuvey, who have a track record of building two category-defining technology companies to exit, Vertice has seen a remarkable 13X revenue growth in two years. This trajectory earned us the #2 spot on the Sunday Times' 2026 Tech 100 list, following our recognition as 2025’s fastest-growing startup in the UK by the FT’s Sifted, and as fourth in Europe. Following our Series C, we have secured $100M+ in funding from leading investors including Bessemer Venture Partners, 83North and Lakestar, and are expanding our reach across our team. Do you want to make an outsized impact, work with exceptional people, and be part of a highly motivated team? Come and join our mission to build the Intelligent Procurement Platform. THE ROLE As the Technical Support Team Lead in Johannesburg, you will be the first boots-on the ground for Vertice's Support team in the region, laying the foundations for our "follow-the-sun" support strategy. You won't just manage a team; you will build the bridge between our customers’ technical needs and our global engineering efforts. Reporting to the Customer Support Manager based in the UK, you will lead a high-performing team of Technical Support Specialists. Your mission is to ensure "Round the Sun" coverage, providing seamless time-zone support for our global clients while working hand-in-hand with our global Account Management (AM) team to ensure renewals and customer satisfaction. You will hire and lead an AI-native team that leverages cutting-edge tools to automate the mundane and focus on high-impact problem-solving. RESPONSIBILITIES - Lead & Mentor: Manage and grow the South African technical support team, fostering a culture of excellence, "Human First" support, and technical curiosity. - Strategic "Follow-the-Sun" Coverage: Own the South African time zone operations, ensuring critical issues are resolved or handed over seamlessly between global offices. - High-Stakes Client Facing: Step in as the senior technical point of contact for high-value clients and CFOs, de-escalating complex issues and providing expert clarity. - Bridge the AM Gap: Work closely with Account Managers to identify technical friction points in key accounts, ensuring our most important partners are thriving. - Operational Excellence: Optimize our "AI-native" support workflows. You’ll identify ways to use AI to improve triage, documentation, and response times. - Triage Mastery: Oversee the quality of Jira tickets sent to Engineering. Ensure your team provides the high-fidelity logs, reproduction steps, and root-cause analysis needed for rapid fixes. - Voice of the Customer: Use global support data to lobby Product and Engineering for permanent features that eliminate recurring headaches. REQUIREMENTS - Leadership Experience: 3+ years in B2B SaaS Technical Support, with at least 1-2 years in a Lead or Senior role. - The Technical Toolkit: Advanced proficiency in APIs, SQL, and SSO/SAML frameworks. You should be comfortable "getting under the hood" with your team. - AI-Native Mindset: You are excited by AI and agentic workflows. You don't just use tools; you look for ways to integrate AI to make the team smarter and faster. - Client-Facing Gravitas: Exceptional communication skills. You can explain a "401 Unauthorized" or a complex API han