Who you are

- Experience with support platforms such as JSM, Zendesk, or similar

- Hands-on experience with Atlassian products, including Jira, Confluence, and/or Bitbucket

- Familiarity with REST/Java APIs, ideally in the Atlassian ecosystem

- Experience writing code — Groovy or JavaScript/TypeScript preferred

- Experience working with cloud-hosted products such as AWS or Azure

- Strong written and verbal communication skills in English

- Experience leading or managing a support team

- Degree in Computer Science or equivalent experience

- Knowledge of SDLC processes
- Previous incident management or project management experience

- Familiarity with ISO/security standards
- Understanding of AI best practices and safety

- Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At ScriptRunner, part of TAG, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply, even if you don’t have everything that's listed just yet

- Drop us your application, we’d love to hear from you!

What the job involves

- Are you a people-first support leader who enjoys solving technical problems, developing high-performing teams, and improving how support works at scale?

- At The Adaptavist Group, we’re looking for a Software Support Team Lead to help shape and lead a team delivering exceptional support across our product suite

- This is a role for someone who cares deeply about customer outcomes, enjoys coaching technical support professionals, and knows how to balance day-to-day delivery with continuous improvement

- You’ll mentor and guide a team of Software Support Engineers, helping them do their best work while ensuring we deliver a high standard of service to our customers

- You’ll work closely with the Head of Product Support and Support Operations Manager to improve processes, strengthen team performance, and provide insight into what’s working and what needs attention

- Because many of our products enable customers to create their own functionality using Groovy and JavaScript, this role also needs someone with solid technical understanding and confidence working with code

- Lead, mentor, and develop a team of Software Support Engineers

- Run 1:1s, performance reviews, and support career development

- Help manage workloads, team coverage, and onboarding for new hires





- Act as an escalation point for high-risk tickets, incidents, and service issues

- Lead incident response and post-mortem activities

- Monitor support queues, team performance, and key support metrics

- Identify operational improvements across processes, tooling, and training

- Work closely with cross-functional teams to share customer insights and improve support outcomes

- Contribute to documentation, knowledge sharing, and team training

The application process

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- Screening call with talent team:

- You'll receive an email with a link to book a Zoom interview with a Talent Acquisition Specialist. This interview covers the role, your experience, and your interest in the position. It's a chance for you to ask about the company and the role

- - Hiring manager interview:
- If you progress, you'll have a more in-depth Zoom interview with the hiring manager and potentially other team members. This interview will delve into your skills and experience, focusing on technical aspects of your work
- A sheet of paper witth a pen icon

- Take-home task

- You will be required to complete an assessment relevant to the role you are applying for at home. You will have 3-5 days to complete it depending on the task's complexity. This will be emailed ba

- - Peer panel interview:
- The Peer Panel interview is usually 2-3 people on the call which can be a mix of managers and potential colleagues. This will be a 1 hour Zoom call where you will present your assessment and discuss it with the team. Questions will cover cultural fit and team dynamics

- Executive interview (senior roles only):

- Senior roles may require an interview with the senior leadership or executive team which will usually be a 30 minute Zoom call

- Icon of a target with an arrow in the centre

- Offer discussion:
- If you are successful in all interviews, you'll receive an offer.

The Talent Acquisition

Specialist will contact you to discuss the details of the role and offer

Benefits

- Aviva pension scheme with company's contribution up to 5% on your basic pay





- Private medical insurance with BUPA inclusive of dental and mental health care benefit

- Employee assistance programme to support personal issues like health, family, money, work and most importantly, you!

- Eyecare vouchers for free eyes test from day one onwards

- Unum income protection scheme covering up to 60% of your monthly salary (plus pension contributions) after 26-weeks of disability

- Unum life assurance, paying a death in service benefit of a multiple of your base annual salary

- Adaptavist rewards - save and receive cashback whilst you spend with our rewards system

- Unlimited holiday! That's right, there's no cap on the number of days that you can request off in our holiday year

- Flexible working, suit your personal needs while maintaining your job responsibilities

- Enhanced parental leave - 26 weeks at full pay for birthing partners, and 13 weeks at full pay for non-birthing partners

- Employee donation scheme with AdaptaKind, making an impactful change in the world through company-matched charitable giving, fundraising and volunteering

- Green Commute Initiative, cycle to work scheme allows you to get a brand current bike and safety equipment for your commute to work, all of which is tax free

- Online streaming service - Whether you're a Disney fanatic, an Audible enthusiast or a Netflix nut, there should be something for all!

- Healthcare insurance by TriNet
- Employee assistance programme to support personal issues like health, family, money, work and most importantly, you!

- 401K matching scheme up to 4% as your employer

- Unlimited holiday! That's right, there's no cap on the number of days that you can request off in our holiday year.

- RRSP pension scheme up to 4% match as your employer

- Basic life insurance of $25,000 by Canada Life Scheme

- Healthcare insurance by Canada Life Scheme

- Dental care and optical care by Canada Life Scheme

- Accidental death and dismemberment of $25,000 by Canada Life Scheme

- Employee & Family Assist Program (EFAP) by Shepell providing professional, confidential support services for employees and their immediate family members

- Unlimited holiday! That's right, there's no cap on the number of days that you can request off in our holiday year

- Calm app subscription. Calm is the number 1 app for sleep, meditation and relaxation

- Extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS

📌 Software Support Team Lead (Toronto)
🏢 The Adaptavist Group
📍 Toronto