Product Support and DevOps Lead

The role leads and develops the product support function for the Fusion portfolio, setting clear expectations for service quality, responsiveness and technical credibility. Close collaboration with customer support teams ensures emerging issues are identified early and that customer facing colleagues are equipped with accurate, timely information. Working alongside engineering teams, the role ensures support tickets are well triaged, appropriately prioritised and progressed efficiently, with clear escalation when customer impact is at risk.

Alongside support leadership, the role takes responsibility for key DevOps and internal systems. This includes maintaining and improving CI/CD pipelines, ensuring secure configuration, managing access and credentials, and overseeing backup and recovery processes. The role works closely with internal IT and hosting partners to keep systems patched, secure and resilient, and supports the introduction of new tooling as the business grows.

A key element of the role is contributing to continuous improvement. This includes identifying documentation gaps, reducing repeat issues through better diagnosis, and exploring how AI powered agentic tools can support triage, response quality and efficiency without replacing human judgement.

This role suits someone with strong systems knowledge and a genuine drive to understand how things work end to end. Experience leading or mentoring others in a support or technical operations environment is essential, along with confidence managing competing priorities across multiple products.

A solid background in CI/CD pipelines, automation and scripting is required, alongside an understanding of secure infrastructure configuration and secrets management. The role benefits from code literacy across common application languages and strong diagnostic skills across both Windows and Linux environments. Comfort working with databases such as SQL Server or Azure SQL is important, with awareness of other platforms helpful.

Clear communication and sound judgement are central to success in this role. The ability to explain technical issues to non technical audiences, collaborate effectively with engineers, and recognise when escalation is necessary to protect customers all matter greatly. An interest in AI and curiosity about how emerging tooling can responsibly improve support operations will also be valuable.

All offers of employment with Datel are subject to a Right to Work Check.

Datel is a successful technology and services business with a clear purpose: helping people and organisations realise their full potential. This role offers predominantly remote working with genuine flexibility, alongside the opportunity to play a key role in shaping how product support is delivered across a growing portfolio.

The position provides real autonomy, exposure across both support and engineering disciplines, and the chance to pioneer practical AI‑enabled tooling in a supportive, values‑led environment. You will be part of a collaborative culture that values quality, trust and continuous improvement, and that actively invests in both its people and its technology.

You’ll be joining a highly skilled and collaborative R&D team that is focused on quality, and integrity that contribute to Datel’s success and have the support of the others in the team. You’ll report into and work closely with the Tim Purcell, R&D Director.

We have a hybrid approach to working - you’ll have the autonomy to choose where you want to work to get the job done alongside regular planned in-person interaction with the R&D team and wider business at our Warrington office. However, you must have an adequate home office set up if you chose to work from your home address.

We listen and want you to contribute to our future alongside contributing to yours – we regularly ask for your input and offer learning and development opportunities to build your knowledge and skills.

We love to get together and have a calendar of social events to build connection and collaboration across the team. We also care about our community and work closely with Sage’s Foundation offering charity and volunteering opportunities throughout the year.