Technical Support Manager

Technical Support Manager
Nottingham, UK (onsite/hybrid)

We are seeking a Technical Support Manager to join a UK-based transport technology group and act as the senior technical authority across its deployed hardware and software systems. This Technical Support Manager role sits within a business specialising in on-vehicle networking, CCTV, telematics, and AI-enabled edge systems used across public transport and blue-light environments. As a Technical Support Manager, you will own complex technical escalations, lead customer support delivery, and ensure field engineers and customers can deploy and maintain systems successfully at scale.

The organisation combines long-established transport technology expertise with a fast-evolving AI division focused on computer vision and edge computing, supporting live deployments across fleet environments.

Key Responsibilities

• Own customer support cases end-to-end, from initial triage through to full resolution
• Act as the senior escalation point for complex hardware and system issues
• Provide expert-level technical support via phone, email, and remote diagnostics
• Conduct on-site visits to diagnose and resolve recurring or high-complexity faults
• Lead technical onboarding for new customers and deployments
• Deliver training to field service engineers and customer technical teams
• Create and maintain technical documentation, troubleshooting guides, and knowledge base articles
• Replicate and diagnose hardware faults to identify root causes and validate fixes
• Identify recurring technical issues and drive process, documentation, or product improvements
• Demonstrate product functionality and capabilities to customers and partners
• Support continuous improvement of service processes and first-time fix rates
• Monitor industry trends relevant to transport, CCTV, networking, and edge systems

Required Experience & Skills

• Strong hands-on technical background in hardware engineering or field support
• Experience in electronics, telecoms, CCTV, networking, or related infrastructure systems
• Strong diagnostic mindset with proven ability to identify root cause issues
• Excellent communication skills with ability to engage engineers and non-technical stakeholders
• Experience producing clear technical documentation and training materials
• Comfortable working independently and managing multiple priorities
• Strong IT literacy, including Microsoft Office and support tooling
• Degree in a technical discipline or equivalent practical experience
• Previous experience in a customer-facing technical support or field engineering role

Why Apply?

• Senior technical ownership role within a fast-growing transport technology business
• Direct impact on real-world systems deployed across live operational fleets
• Opportunity to become the go-to technical authority across core product lines
• Strong mix of field, customer, and technical problem-solving responsibility
• Exposure to both traditional hardware systems and emerging AI edge technologies
• Clear influence over product quality, documentation, and support strategy

Recruiter’s Note
This role suits a hands-on technical professional who enjoys being close to real-world hardware and solving complex system issues. The ideal candidate will have experience in field support, hardware diagnostics, or technical support engineering within CCTV, telecoms, networking, or similar environments.

We are looking for someone who naturally becomes the escalation point – calm under pressure, highly analytical, and able to translate complex technical issues into clear actions for both engineers and customers. Exposure to edge computing or AI hardware platforms is a strong advantage but not essential.

Apply now or send a copy of your CV, referencing the title and location, and with a short intro to cw@eu-recruit.com.

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