Support & Onboarding Technical Lead

We are hiring a full-time Support & Onboarding Technical Lead to deliver high-quality technical support, onboarding, and Wi-Fi/network configuration services across our customer base and internal teams. This is a mid-level role sitting firmly within the Customer Success function that blends technical support, SaaS onboarding, networking configuration, hardware management, and cross-functional project work.

This is not a standard technical support role. While you will resolve support issues, you will also:

• Lead technical onboarding steps for new customers
• Support large and complex client go-lives
• Coordinate routers, APs, and cloud-managed controllers with third party companies to facilitate the set up of Stampede.
• Assist internal teams with access, joiners/leavers, and device setup
• Contribute to feature testing, documentation, and technical improvement work

This position is designed for someone who likes being hands-on, enjoys diagnosing and solving problems, and has significant experience configuring networking hardware and cloud controllers. You will be expected to join customer calls especially with larger clients to support complex setups and ensure they are fully prepared for onboarding and go-live.

As part of the Support & Onboarding team, you will work closely with both Support Specialists and Onboarding Specialists to deliver a cohesive experience across the full customer lifecycle.

Most technical support roles focus solely on fixing tickets. This role is intentionally broader and more integrated into the wider business. You will:

• Take ownership of technical onboarding steps for new clients
• Join onboarding and troubleshooting calls for high-value and enterprise customers
• Manage internal IT processes such as access management and account setup
• Configure, prepare, and ship networking hardware
• Participate in controller migration projects
• Support QA, feature testing, and technical validation for new releases
• Maintain documentation and support product improvements

Because of this hybrid scope, the title reflects both aspects of the role: Support and Onboarding.

Technical Support and Troubleshooting

• Provide mid-level support for Wi-Fi, networking, connectivity, and SaaS platform issues.
• Troubleshoot routers, access points, switches, VLANs, SSIDs, firewalls, captive portals, and authentication.
• Resolve issues within cloud-managed controller environments such as UniFi, CloudTrax, and Omada.
• Clearly articulate technical concepts to users with varying technical backgrounds.

Customer Onboarding and Configuration

• Guide new customers through their technical onboarding steps.
• Join live onboarding calls, especially for high-value or complex clients, to walk through configuration, troubleshoot setups, and ensure readiness for go-live.
• Configure secure, stable, and optimised Wi-Fi and networking solutions.
• Support integrations between the platform and third-party systems.

Internal IT Administration

• Working with the Operations Manager to manage joiners, movers, and leavers across internal teams.
• Oversee access management, account provisioning, and desktop support as required.

Hardware and Inventory Management

• Oversee hardware ordering, shipping, and stock control.
• Coordinate with third party for the delivery of pre-configure routers, access points, gateways, and other networking devices prior to dispatch.
• Support controller migrations, hardware refreshes, and technical deployment projects.

Quality Assurance and Project Work

• Participate in feature testing, release QA, and technical validation for new updates.
• Support controller migration and internal technical infrastructure projects.
• Flag recurring issues and recommend improvements to reduce strain on support.

Documentation and Knowledge Base

• Maintain clear, accurate internal documentation and customer-facing knowledge base articles.
• Collaborate with Product and Development teams to share insights and improve customer-facing tools.

Weekend Rota

• Provide support one weekend per month as part of an on-call rotation.
  

Requirements

• Experience configuring and troubleshooting cloud-managed Wi-Fi networks (UniFi, CloudTrax, Omada, Meraki-Go, Ruckus, etc.).
• Strong understanding of:
  • SSIDs, VLANs, DHCP, NAT, routing
  • Captive portals and voucher-based access
  • Wi-Fi security and authentication
  • Basic firewall and switch configurations
• Proven experience configuring numerous routers, access points, or network devices in real environments.

• Clear communicator, comfortable joining onboarding and technical troubleshooting calls.
• Strong organisational skills, including managing hardware and internal processes.
• Detail-oriented and methodical with strong problem-solving instincts.
• Able to collaborate across Support, Onboarding, Product, and Operations.

Benefits

• Company pension
• Generous holiday allowance
• One day a week WFH