Technical Support Team Lead

Vertice was launched in 2022 to transform how companies manage their technology spend. Our agentic workflows AI insights and expert buyers empower companies to buy smarter and scale faster with Finance and Procurement leaders in over 30 countries worldwide trusting Vertice to manage their software the software category alone we have managed over $10bn in spend and have a track record of delivering 20% savings and halving procurement cycles.

Headquartered in London with offices across the world including New York Brno Sydney and Johannesburg were shaping the future of procurement on a global scale.

And were just getting started. Founded by serial entrepreneurs Roy Tuvey and Eldar Tuvey who have a track record of building two category-defining technology companies to exit Vertice has seen a remarkable 13X revenue growth in two years. This trajectory earned us the #2 spot on the Sunday Times 2026 Tech 100 list following our recognition as 2025s fastest-growing startup in the UK by the FTs Sifted and as fourth in Europe.

Following our Series C we have secured $100M in funding from leading investors including Bessemer Venture Partners 83North and Lakestar and are expanding our reach across our team.

Do you want to make an outsized impact work with exceptional people and be part of a highly motivated team Come and join our mission to build the Intelligent Procurement Platform.

The Role

As the Technical Support Team Lead in Johannesburg you will be the first boots-on the ground for Vertices Support team in the region laying the foundations for our follow-the-sun support strategy. You wont just manage a team; you will build the bridge between our customers technical needs and our global engineering efforts.

Reporting to the Customer Support Manager based in the UK you will lead a high-performing team of Technical Support Specialists. Your mission is to ensure Round the Sun coverage providing seamless time-zone support for our global clients while working hand-in-hand with our global Account Management (AM) team to ensure renewals and customer satisfaction. You will hire and lead an AI-native team that leverages cutting-edge tools to automate the mundane and focus on high-impact problem-solving.

Responsibilities

• Lead & Mentor: Manage and grow the South African technical support team fostering a culture of excellence Human First support and technical curiosity.

• Strategic Follow-the-Sun Coverage: Own the South African time zone operations ensuring critical issues are resolved or handed over seamlessly between global offices.

• High-Stakes Client Facing: Step in as the senior technical point of contact for high-value clients and CFOs de-escalating complex issues and providing expert clarity.

• Bridge the AM Gap: Work closely with Account Managers to identify technical friction points in key accounts ensuring our most important partners are thriving.

• Operational Excellence: Optimize our AI-native support workflows. Youll identify ways to use AI to improve triage documentation and response times.

• Triage Mastery: Oversee the quality of Jira tickets sent to Engineering. Ensure your team provides the high-fidelity logs reproduction steps and root-cause analysis needed for rapid fixes.

• Voice of the Customer: Use global support data to lobby Product and Engineering for permanent features that eliminate recurring headaches.

Requirements

• Leadership Experience: 3 years in B2B SaaS Technical Support with at least 1-2 years in a Lead or Senior role.

• The Technical Toolkit: Advanced proficiency in APIs SQL and SSO/SAML frameworks. You should be comfortable getting under the hood with your team.

• AI-Native Mindset: You are excited by AI and agentic workflows. You dont just use tools; you look for ways to integrate AI to make the team smarter and faster.

• Client-Facing Gravitas: Exceptional communication skills. You can explain a 401 Unauthorized or a complex API handshake failure to a Procurement Head with confidence and empathy.

• Cross-Functional Collaboration: Proven ability to work with Account Management and Sales teams to drive customer health and retention.

• The Scale-up Spirit: You thrive in the fast-paced environment of a high-growth startup.

Why Join Vertice

• Outsized Impact: Be the foundational leader for our technical support presence in South Africa.

• World-Class Culture: Work with passionate teams that value transparency growth mindsets and diversity.

• Equity & Success: Share in our rapid growth with equity options.

• Global Reach: Work on a product trusted by leaders in 30 countries backed by $100M from top-tier investors like Bessemer and Lakestar.

Final things to note

Vertice is an equal opportunities employer although you must be legally able to work in the specified region of the job. Any personal data you provide will be processed in accordance with Vertices privacy policy and applicable data protection law.

We use AI-assisted tools to help us review and assess applications more efficiently. These tools support our Talent team but do not make hiring decisions autonomously. You have the right to contest any AI-assisted decision and exercise your data subject rights by contacting us; please follow the instructions in our privacy policy.

We like to deal directly with our candidates so no agencies please!

If you arent sure this job applies to you feel free to send your CV to and well be happy to take a look and see if you could be a good fit anywhere else in our business!