# Technical Customer Support Lead

**Company:** [Elliptic](https://hotfix.jobs/companies/elliptic)
**Location:** London, United Kingdom
**Role:** Support Engineering
**Experience:** 5+ years
**Skills:** AI Automation, APIs, Datadog, Kibana, SQL, Workflow Automation, Prompt Design, Structured Outputs, Llm Evaluation, Observability, CI/CD, Copilot, Cursor, Claude, Blockchain
**Posted:** 2026-09-09

> Leads a technical customer support team, owning escalations, team development, support processes, and the AI automation roadmap. Requires 5+ years in technical support, technical account management, or engineering, including 2+ years managing people and strong API, observability, SQL, and AI/LLM fluency.

## Job Description

## Responsibilities
- Run the technical customer support team day to day, including queue health, SLAs, and follow-the-sun coverage across four hubs.
- Own executive-level and major-incident escalations, coordinating customer communication while Engineering resolves underlying issues.
- Review product requirements and flag deployments that could affect customers.
- Own the AI automation roadmap, career frameworks, standard operating procedures, and knowledge base.
- Convert recurring incidents into self-service workflows using AI and other tooling, and measure adoption and impact.
- Hire, mentor, coach, and develop team members.
- Advocate for customer needs and translate escalation trends into product roadmap requests.
- Provide senior technical guidance on difficult API escalations involving customer web or mobile builds.
- Establish an escalation and RACI model, lead executive incidents end to end, and ship at least one measurable AI-driven automation project.

## Requirements
- 5+ years of experience in technical support, technical account management, or engineering.
- 2+ years of direct people-management experience.
- Experience building or scaling a support function, preferably in a regulated or high-stakes environment.
- Demonstrated mentoring and coaching ability.
- Ability to review PRDs and provide actionable product feedback.
- Experience with APIs, Datadog or Kibana, SQL, and workflow automation tooling.
- Experience with AI/ML or enterprise B2B SaaS, including leading or closely supporting an automation project from pilot to production.
- Practical knowledge of prompt design, structured outputs, and LLM evaluation.
- Familiarity with observability tooling, automation frameworks, and CI/CD pipelines.
- Interest in crypto, blockchain, and the associated compliance landscape.
- Ability to use AI coding assistants such as Copilot, Cursor, or Claude critically and effectively.

## Benefits and Compensation
- Hybrid working and the option to work from almost anywhere for up to 90 days per year.
- £500 remote-working budget.
- $1,000 learning and development budget.
- 25 days of annual leave plus bank holidays and an additional birthday day.
- Enhanced parental leave, including 16 weeks of fully paid leave for eligible employees.
- Private health insurance through Bupa.
- Spill mental health support.
- Life assurance of four times salary.
- Cycle to Work Scheme.

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