Support Engineering Team Lead | Remote | US

What you’ll do

Day-to-day leadership & team enablement

• 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 in 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

Queue ownership & operational excellence

• 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

Scheduling & coverage management

• 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

Quality, CSAT & continuous improvement

• 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

Project & domain health

• 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

Core Requirements

Must-have

• Support Engineering experience: Hands-on experience in a technical support or support engineering role in a SaaS environment
• Technical depth (APIs / workflows): Comfortable debugging integrations, APIs, or workflow-based systems
• Operational ownership: Experience owning queues, metrics, and day-to-day operations with strong accountability
• Escalation ownership: Know when and how to escalate; write escalations that lead with customer name, ARR, business impact, and data
• Problem-solving mindset: Quickly identify root causes and unblock complex situations
• Team leadership: Experience managing or mentoring engineers and running effective team rituals
• Execution & organization: Thrive in fast-paced environments with structure, clarity, and follow-through
• Tone & communication intelligence: Understand collaborative investigation vs. adversarial questioning; coach team accordingly
• Proactive communication discipline: Follow up before customers ask; send updates even when there's nothing new to report
• Empathetic leadership: Low-ego approach; empower team through strategic knowledge and active listening

Nice-to-have

• Automation & AI mindset: Experience building automations or using AI to scale support operations
• Documentation & knowledge sharing: Experience creating playbooks, improving KBs, and scaling knowledge
• Data-driven approach: Comfortable using metrics like CSAT, SLA, and backlog trends
• Remote-first experience: Worked in distributed teams
• Enterprise account experience: Worked with high-ARR enterprise customers
• Emotional intelligence in customer threads: Read conversation temperature and adjust approach; help team develop same awareness

Benefits

• Competitive compensation
• Equity ownership
• 20 vacation days, 8 sick days (US)
• Multiple low-premium medical plans + dental/vision; HDHP with HSA option
• 401(k) with 4% employer match
• Company-paid short-term and long-term disability + life insurance
• €1K (or equivalent) annual learning & development stipend