Support Delivery Lead, EMEA
Leads and scales a global technical support engineering team serving strategic enterprise customers, resolving complex escalations and improving support systems. Requires substantial technical support or software engineering experience, people leadership, operational expertise, and strong cross-functional influence.
About the job
Responsibilities
- Build and lead a team of technical troubleshooting and support engineering experts.
- Serve as the final escalation point before core Engineering.
- Partner with Engineering and customer teams to resolve escalated technical issues.
- Coordinate resources across internal teams and strategic customers.
- Operationalize learnings from customer issues by improving processes, tooling, and support systems.
- Influence product roadmaps through support-driven insights.
- Scale team operations to deliver global 24x7 coverage, including holidays and weekends as business needs require.
- Build strong relationships with strategic customers and support application success.
- Contribute to Support leadership and organization-wide initiatives.
Requirements
- 4+ years leading technical support engineering or software engineering teams.
- 8+ years of experience in technical support engineering or software engineering.
- Experience leading highly skilled engineering teams and empowering senior individual contributors.
- Deep technical experience in application development or infrastructure.
- Strong operational systems and customer reliability mindset.
- Proven cross-functional partnership and ability to influence Engineering and Product roadmaps.
- Track record of implementing scalable tooling or processes with an automation-first approach.
- Ability to balance strategic leadership with hands-on technical involvement.
- Experience building trust with strategic customers during critical issues or transformation.
- Strong collaboration, integrity, humility, and comfort working in ambiguous environments.
Benefits
- Hybrid work model with three days per week in the Dublin office.
- Relocation assistance for new employees.
Skills
Technical Support Engineering, Software Engineering, Application Development, Infrastructure, Automation, Incident Management, Customer Reliability, Tooling, Process Improvement, Product Roadmapping
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