• Own the end-to-end Support Engineering function, including operational strategy, team structure, processes, tooling, and performance.

• Lead daily support operations across global time zones, including queue management, triage, SLA adherence, prioritization, and escalation management.

• Partner with Engineering, Solution Architecture, and Customer Success to drive resolution of complex technical issues, particularly those affecting enterprise customers.

• Maintain visibility into individual support cases and recurring patterns, helping teams resolve issues efficiently while maintaining quality at scale.

• Define and continuously improve support infrastructure, including workflows, tooling, runbooks, internal documentation, and the knowledge base.

• Identify systemic customer and product issues through support signals and translate them into actionable feedback for Product and Engineering teams.

• Establish, monitor, and improve key support metrics, including CSAT, first response time, mean time to resolution, escalation rates, and ticket deflection.

• Hire, develop, coach, and retain a high-performing global team of Support Engineers and Support Engineering managers.

• Establish clear career progression frameworks and provide ongoing feedback, coaching, and professional development opportunities.

• Build a culture centered on technical excellence, customer empathy, ownership, curiosity, and continuous learning.

• Partner with senior leadership to define the long-term Support Engineering strategy in line with business growth and an expanding enterprise customer base.

• Collaborate with Product and Engineering ahead of major launches and releases to ensure support readiness and effective customer feedback loops.

• Represent the Support Engineering function in cross-functional planning, workforce planning, and complex customer escalations involving senior stakeholders.

• Use operational data and customer insights to drive measurable improvements across the support organization.

Requirements

• 7+ years of experience in technical support or Support Engineering, including at least 3 years in a leadership or management position.

• Proven experience building, scaling, or leading Support Engineering teams within a developer-first, API-driven, or technically complex SaaS environment.

• Strong technical foundation with the ability to read code, troubleshoot complex issues, debug API integrations, and understand headless architectures and content delivery infrastructure.

• Strong understanding of developer-facing SaaS products and the technical challenges encountered by engineering and enterprise customers.

• Exceptional written and verbal communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical audiences.

• Strong customer orientation and the ability to balance technical resolution with customer experience and business priorities.

• Data-driven leadership approach, using operational metrics and customer signals to identify trends, prioritize initiatives, and drive measurable improvements.

• Strong organizational and prioritization skills, with the ability to manage multiple competing priorities across globally distributed teams.

• Experience managing managers and developing organizational structures is an advantage.

• Ability to operate effectively in a remote, multicultural, and cross-functional environment.

• Strong leadership presence, sound judgment, and a proactive approach to solving organizational and customer challenges.

Benefits

• Fully remote working opportunity within Europe.

• Location-based competitive salary.

• Competitive stock options program.

• Comprehensive health plans and additional employee perks.

• Flexible, trust-based working environment.

• Strong emphasis on sustainable work-life balance that accommodates individual and family needs.

• Opportunity to work with a highly skilled and supportive international team.

• Exposure to a diverse global customer and developer community.

• Significant leadership scope across people, operations, technology, and customer experience.

• Opportunities for long-term professional and personal growth.

• Collaborative environment with strong cross-functional exposure to Product, Engineering, Customer Success, and Solution Architecture.

• Opportunity to influence support strategy and directly shape product and engineering improvements through customer insights.