Support Engineering Team Lead

This is a fully remote position, open to applicants in California, +6 more states.

📋 Description

• Your primary objective will be to maintain a reliable, high-quality, and scalable support engineering operation while enabling your team to excel.

• In this role, you'll serve as the operational backbone of your domain—taking ownership of execution, promoting consistency, and perpetually enhancing our user support strategies.

• Day-to-day leadership & team empowerment:

• Conduct weekly team meetings, communicate key metrics, and monitor OKR progress.

• Oversee and mentor parts of the team through one-on-ones, constructive feedback, and support for growth.

• Act as the escalation point for the team.

• Participate in the hiring process.

• Collaborate cross-functionally with other team leads.

• Facilitate the onboarding of new team members by ensuring that tools, processes, and enablement needs are addressed.

• Queue management & operational excellence:

• Monitor queue health (including backlog, aging, spikes) to ensure seamless ticket flow.

• Investigate stalled tickets and drive them to resolution.

• Eliminate blockers by coordinating with Tier 2, Engineering, Product, or Support stakeholders.

• Track essential KPIs (such as average first response, resolution time, and number of replies) to ensure rapid feedback loops.

• Scheduling & coverage management:

• Design and maintain schedules to guarantee consistent team coverage.

• Adjust staffing based on volume, PTO, and ongoing projects or events.

• Distribute workload across the team to prevent burnout and inefficiencies.

• Quality, CSAT & continuous improvement:

• Conduct QA checks on tickets to uphold high support standards.

• Analyze CSAT feedback and translate insights into actionable improvements.

• Identify recurring issues and develop playbooks or automations to address them.

• Project & domain health:

• Monitor project and cycle health, ensuring steady delivery and follow-up.

• Keep Linear cycles and weekly project updates organized and current.

• Maintain visibility on risks, blockers, and progress across initiatives.

• Compile a list of top customer pain points and share insights across teams.

⛳️ Requirements

• Support Engineering experience: You possess hands-on experience in a technical support or support engineering position within a SaaS environment.

• Technical expertise (APIs / workflows): You are adept at debugging integrations, APIs, or workflow-based systems.

• Operational ownership: You are accustomed to managing queues, metrics, and daily operations with a strong sense of accountability.

• Escalation responsibility: You understand when and how to escalate issues. You draft escalations that prioritize customer name, ARR, business impact, and data—eschewing vague summaries. Upon confirming a bug, you promptly open the ticket and inform the customer, never delaying action.

• Problem-solving orientation: You are recognized for your ability to swiftly identify root causes and resolve complex situations.

• Team leadership: You have experience in managing or mentoring engineers and facilitating effective team rituals.

• Execution & organization: You thrive in dynamic environments and provide structure, clarity, and follow-through.

• Communication intelligence: You grasp the difference between collaborative inquiry and adversarial questioning. You know how to solicit evidence in a manner that conveys partnership rather than skepticism, and you coach your team to do the same.

• Proactive communication: You follow up before customers need to ask, providing updates even when there’s nothing new to report. You view a customer having to chase you as a failure and hold your team to the same standard.

• Empathetic leadership: You are accustomed to collaborating with low ego, driving the team forward with your strategic insight while being an attentive listener to their needs to empower them.

• Automation & AI focus: You have experience creating automations or leveraging AI to scale support operations.

• Documentation & knowledge sharing: You enjoy developing playbooks, enhancing knowledge bases, and disseminating information across teams.

• Data-driven mindset: You are comfortable utilizing metrics such as CSAT, SLA, and backlog trends to inform decisions.

• Remote-first experience: You have worked within distributed teams and understand how to maintain alignment and communication.

• Enterprise account experience: You have engaged with high-ARR, enterprise-tier customers where the implications of every interaction extend beyond the ticket to renewal, expansion, and trust.

• Emotional intelligence in customer interactions: You can gauge the atmosphere of a conversation and identify when frustration is mounting before it becomes overt. You adjust your approach accordingly and help your team develop the same awareness.

🏝️ Benefits

• Competitive compensation 💸 – We provide fair and attractive remuneration.

• Ownership 💪 – Our core value is to “empower others,” and we truly mean it—you’ll receive a share of n8n through equity.

• Work/life balance 🏖️ – We work diligently but ensure you have ample time to recharge:

• Europe: 30 days of vacation, in addition to public holidays applicable to your location.

• US: 20 vacation days, 8 sick days, plus public holidays relevant to your location.

• Health & wellness 🩺 –

• Europe: We offer benefits according to local country regulations.

• US: Multiple low-premium, low-deductible medical plans available for individuals and families—along with a no-cost premium HDHP option with a pre-funded HSA—plus dental and vision coverage.

• Future planning 💰 –

• Europe: We provide pension contributions in accordance with local country norms.

• US: 401(k) retirement plan featuring a 4% employer match.

• Financial security 🛡️ –

• Europe: We offer benefits consistent with local country standards.

• US: Company-paid short-term and long-term disability insurance, along with life insurance to support you and your loved ones.

• Career growth 📈 – We seek rising stars who evolve alongside us! You’ll receive €1K (or equivalent) annually to invest in courses, books, events, or coaching to enhance your skills.

• A passionate team 🤩 – We love our product, demonstrated through regular hackathons where we challenge each other to create the most innovative applications with it!

• Remote-first 🌏 – Our team operates remotely throughout Europe, complemented by regular off-site gatherings for team bonding. Certain roles, such as sales in the US, are hybrid—please refer to the job description for details.

• Giving back 🤝 – We're strong advocates for open source, and you'll receive $100 per month to support projects that matter to you.

• AI enablement 🤖 – We believe in working smarter—everyone has access to an unlimited AI budget to explore and utilize the best tools for enhancing productivity and creativity.

• Transparency 🙏 – We ensure that everyone knows what others are working on and how the company is performing—the complete picture.