# Support Engineering Team Lead | Remote | US

**Company:** [n8n](https://hotfix.jobs/companies/n8n)
**Location:** Remote
**Role:** Support Engineering
**Skills:** Saas Support Engineering, Api Debugging, Workflow Automation, Queue Management, KPI Tracking, Csat Analysis, Team Leadership, Escalation Management, Linear, Playbook Development
**Posted:** 2026-05-22

> Lead a remote US-based support engineering team, owning queue health, KPIs, scheduling, and quality while mentoring engineers and driving operational improvements for an AI workflow platform.

## Job Description

## 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

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