Support Engineering Team Lead | Remote | US

About the role

The primary goal of this position is to ensure a predictable, high-quality, and scalable support engineering operation while empowering the team to perform at their best. This role acts as the operational backbone of the support engineering domain, owning execution, driving consistency, and continuously improving support operations.

Responsibilities

• 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
• Escalate point to the team and participate 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

Requirements

• 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: Used to owning queues, metrics, and day-to-day operations with a strong sense of accountability
• Escalation ownership: Knows when and how to escalate, writes escalations that lead with customer name, ARR, business impact, and data, does not sit on it when a bug is confirmed
• Problem-solving mindset: Quickly identifies root causes and unblocks complex situations
• Team leadership: Experienced in managing or mentoring engineers and running effective team rituals
• Execution & organization: Thrives in fast-paced environments and brings structure, clarity, and follow-through
• Tone & communication intelligence: Understands the difference between collaborative investigation and adversarial questioning, asks for evidence in a way that signals partnership, not skepticism, coaches team to do the same
• Proactive communication discipline: Follows up before customers ask, sends updates even when there's nothing new to report, treats a customer having to chase you as a failure, holds team to the same standard
• Empathetic leadership: Used to working with low ego, pushes the team forward with strategic knowledge, listens to their needs to empower them

Core Requirements

• Must-have: Support Engineering experience, technical depth, operational ownership, escalation ownership, problem-solving mindset, team leadership, execution & organization, tone & communication intelligence, proactive communication discipline, empathetic leadership

Nice-to-haves

• Automation & AI mindset: Experience building automations or using AI to scale support operations
• Documentation & knowledge sharing: Enjoy creating playbooks, improving KBs, and scaling knowledge across teams
• Data-driven approach: Comfortable using metrics like CSAT, SLA, and backlog trends to drive decisions
• Remote-first experience: Worked in distributed teams and maintained alignment and communication
• Enterprise account experience: Worked with high-ARR, enterprise-tier customers
• Emotional intelligence in customer threads: Read the temperature of a conversation and recognize when frustration is building before it becomes explicit

Location

Location: Remote, United States. Candidates must be based in one of the following states: California, Massachusetts, Virginia, New York, New Jersey, Florida, or Texas.