United States
Remote
Senior
Full Time
21 days ago
remotesupport engineeringteam leadcustomer successSaaStechnical support
Requirements
- •Support Engineering experience: You have hands-on experience in a technical support or support engineering role in a SaaS environment
- •Technical depth (APIs / workflows): You are comfortable debugging integrations, APIs, or workflow-based systems
- •Operational ownership: You are used to owning queues, metrics, and day-to-day operations with a strong sense of accountability
- •Escalation ownership: You know when and how to escalate. You write escalations that lead with customer name, ARR, business impact, and data — not vague summaries. When a bug is confirmed, you open the ticket immediately and communicate that to the customer. You do not sit on it.
- •Problem-solving mindset: You are known for quickly identifying root causes and unblocking complex situations
- •Team leadership: You have experience managing or mentoring engineers and running effective team rituals
- •Execution & organization: You thrive in fast-paced environments and bring structure, clarity, and follow-through
- •Tone & communication intelligence: You understand the difference between collaborative investigation and adversarial questioning. You know how to ask for evidence in a way that signals partnership, not skepticism, and you coach your team to do the same.
- •Proactive communication discipline: You follow up before customers ask. You send updates even when there's nothing new to report. You treat a customer having to chase you as a failure, and you hold your team to the same standard.
- •Empathetic leadership: You are used to working with low ego, pushing the team forward with your strategic knowledge and are an avid listener to their needs in order to empower them
What You'll Do
- •Run weekly team meetings, share key metrics, and track OKR progress
- •Manage and mentor part of the team through 1:1s, feedback, and growth support
- •Escalation point to the team
- •Take part on the hiring process
- •Cross functional work with other team leads
- •Onboard new members to the team by ensuring tools, processes and enablement needs are covered
- •Monitor queue health (backlog, aging, spikes) and ensure tickets flow smoothly
- •Investigate stuck tickets and drive them to resolution
- •Remove blockers by coordinating with Tier2, Engineering, Product, or Support stakeholders
- •Track key KPIs (e.g. average first response, resolution, number of replies) and ensure fast feedback loops
- •Design and maintain schedules to ensure consistent team coverage
- •Adapt staffing based on volume, PTO, and ongoing projects/events
- •Balance workload across the team to avoid burnout and inefficiencies
- •Run QA checks on tickets to maintain high support standards
- •Review CSAT feedback and turn insights into concrete improvements
- •Identify recurring issues and build playbooks or automations to solve them
- •Track project and cycle health, ensuring steady delivery and follow-ups
- •Maintain clean and up-to-date Linear cycles and weekly project updates
- •Keep visibility on risks, blockers, and progress across initiatives
- •Maintain a list of top customer pain points and share insights across teams
Nice to Have
- •Automation & AI mindset: You have experience building automations or using AI to scale support operations
- •Documentation & knowledge sharing: You enjoy creating playbooks, improving KBs, and scaling knowledge across teams
- •Data-driven approach: You are comfortable using metrics like CSAT, SLA, and backlog trends to drive decisions
- •Remote-first experience: You have worked in distributed teams and know how to maintain alignment and communication
- •Enterprise account experience: You have worked with high-ARR, enterprise-tier customers where the stakes of every interaction extend beyond the ticket itself to renewal, expansion, and trust.
- •Emotional intelligence in customer threads: You can read the temperature of a conversation and recognize when frustration is building before it becomes explicit. You adjust approach accordingly and help your team develop the same awareness.
Benefits
- •Competitive compensation
- •Ownership with equity
- •Work/life balance with vacation and public holidays
- •Health & wellness benefits including medical, dental, and vision coverage
- •Future planning with pension contributions and 401(k) retirement plan with employer match
- •Financial security with disability and life insurance
- •Career growth budget for courses, books, events, or coaching
- •A passionate team with regular hackathons
- •Remote-first work environment with regular off-sites
- •Giving back with $100 per month to support open source projects
- •AI enablement with unlimited AI budget
- •Transparency about company work and performance
About n8n
N8n is a workflow automation tool that integrates AI capabilities with business process automation.
Berlin, Germany
100 - 250
AI & Machine Learning