Senior Support Engineering Manager at Poq, London, 6 Months, £Contractor Option

  • Contract Spy
  • London, UK
  • Feb 23, 2021
6 Months or more

Contract Description

About the job

About Poq

Poq is a Software-as-a-Service app platform that empowers retailers to create highly effective and fully-customised mobile apps that provide a superior shopping experience. These apps allow retailers to build stronger brands, sell more products, deepen customer loyalty and deliver highly relevant content, communications and rewards. Poq clients include global brands and retailers such as; Belk, Cotton On, Francesca's, Feelunique, Missguided, Hot Topic, Kurt Geiger and more. To learn more, please visit 


The London-based start-up was founded in 2011, the company is VC-backed raising £16.5 million and recently closed Series B funding in 2018, the most recent round was led by Smedvig Capital, with participation from previous backers Beringea and Revolt Ventures. 


About the role - Senior Support Engineering Manager  

This role is a fixed 6 month interim/contractor assignment or fixed term contract. Reporting directly to our Head of Engineering, you will be responsible for all live apps and lead the support team to continued success as evidenced by performance against our SLAs. You will work closely with our customers and in-house team to provide support, operational maintenance, and offer premium support services. This position is an integral part of Poq’s long-term relationship with its customers, and the efforts put forth by this individual will directly impact the long-term success of our relationships.


You will be a key part of the team that launches and maintains excellent native apps while also taking ownership of our support team, maintaining excellent relationships and prompt communication with our clients and ideally have an understanding of support software, data analytics and configuration tools. 


You will manage the Support team, working collaboratively together to ensure your function and team are properly supported and guided. In order to succeed, you must have the passion and energy to work in an entrepreneurial and fast paced environment.


What you’ll be doing

  • Overall ownership and project management for service delivery & IT management from the Client Support Team. You will lead all Client Support Engineers with direction, motivation, and encouragement and works across departments to promote effective cross-functional delivery
  • Work with the Head of Engineering & VP Engineering to create a support strategy & process design that identifies gaps & escalation points, prioritisation of work, account management (MSG) including driving measurable improvement across support functions
  • Review and propose improvements to Service Desk Tooling, Workflows and Knowledge Management practices.  Work with Engineering Management to agree and implement the recommendations 
  • Manage the delivery of the support team and ensure they are operating efficiently and are providing exceptional support services to our clients and internal team, in addition to being hands-on to support delivery
  • Set agree, monitor and review Service Levels (SLAs) with internal stakeholders and external clients, including driving Partner issues and Triage
  • Act as PM and escalation point for tickets and other IT issues that require manager review and approval
  • Review and implement Security and Data Protection (GDPR) procedures and safeguards, while regularly reporting on new risks and issues
  • Create and maintain standards for internal IT, including hardware, software and management processes
  • Seek quantitative and qualitative feedback from all support stakeholders and incorporating that into a Continuous Improvement plan
  • Identify and managing longer-term issues through a regular Problem Management process  
  • Draft and publish support processes and policies to internal and external audiences
  • Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction
  • Supporting technical knowledge sharing by creating a knowledge capture, you will own updating and maintain internal and client-facing documentation to ensure consistency and accuracy
  • Manage the out-of-hours support rotation and reporting, ensuring this is data driven
  • Working with DevOps Team create and maintain a Disaster Recovery Plan
  • Enhance Alerting and Monitoring systems
  • Improve and maintain relationships with System Integrator partners
  • Recommends L&D workshops to team members to ensure the department remains at the forefront of expertise and specialist skills
  • Mentors team members
  • Supports the hiring process of new team members, with a focus on upskilling talent benchmarks
  • Contributes to initiatives to retain high performing talent
  • Exemplifies Poq Values


What we’re looking for

  • Line management experience managing at least 2+ reports
  • 5+ years experience in a client-facing support role within a software/tech environment
  • Excellent communication skills and ability to successfully manage customer expectations
  • Experience supporting SaaS platforms
  • In-depth expertise, demonstrating knowledge of implementing processes, examining tools and integration, to find a better fit and capturing an effective knowledge base
  • Awareness and application of ITIL Service Management best practises
  • You will be naturally curious and enjoy problem-solving
  • Excellent organisation and prioritisation skills
  • Microsoft Excel including knowledge of CSV and XML
  • Experience with Google Analytics
  • Experience using development tools e.g. X-code, Visual Studio

We love spending time together as a team, check us out on Instagram. 


How to apply

We’d love to hear from you - please email your CV to


GDPR Compliance at Poq

Poq will use the personal data provided by you in your application to contact you regarding matters relevant to the recruitment of this role. Members of the People team and relevant hiring managers and interviewers will have access to your CV during the recruitment process.


Poq Values & Behaviours


  • We move forward constructively with integrity and purpose
  • We bring the best version of ourselves every day
  • We are experts and innovators at the top of our game


  • We are ambitious, resilient and passionate about what we do
  • We are creative thinkers, problem solvers, decision makers
  • We do great work and get things done together


  • We take ownership and hold ourselves accountable
  • Take pride in our product, our work and each other
  • We are honest, decent and do the right thing


  • We are open to ideas, learning and evolving
  • We work together as one team
  • We celebrate and embrace our diversity