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 includes day-to-day leadership, team enablement, escalation point, scheduling and coverage management, quality, CSAT & continuous improvement, and project & domain health.

Responsibilities

• Run weekly team meetings, share key metrics, and track OKR progress
• Mentor part of the team through 1:1s, feedback, and growth support
• Escalate issues and manage the escalation process
• Own and monitor the support queue, ensuring smooth ticket flow and timely resolutions
• Investigate and resolve stuck tickets
• Coordinate with stakeholders to remove blockers
• Track key KPIs and maintain fast feedback loops
• Design and maintain schedules for consistent team coverage
• Adapt staffing based on volume, PTO, and ongoing projects/events
• Balance workload to prevent burnout and inefficiencies
• Run QA checks on tickets to maintain high support standards
• Review CSAT feedback and implement improvements
• Build playbooks or automations to solve recurring issues
• Track project and cycle health, ensuring steady delivery and follow-ups
• Keep visibility on risks, blockers, and progress across initiatives
• Create 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: Comfortable debugging integrations, APIs, or workflow-based systems
• Operational ownership: Strong sense of accountability and ownership of queues, metrics, and operations
• Escalation ownership: Know when and how to escalate issues, writing clear and actionable escalations
• Problem-solving mindset: Quick identification of root causes and unblocking complex situations
• Team leadership: Experience managing or mentoring engineers and running effective team rituals
• Execution & organization: Thriving in fast-paced environments with structure, clarity, and follow-through
• Tone & communication intelligence: Understanding the difference between collaborative investigation and adversarial questioning, and adjusting approach accordingly
• Proactive communication discipline: Following up before customers ask, sending updates even when there's nothing new to report, and treating customer chasing as a failure
• Empathetic leadership: Working with low ego, pushing the team forward with strategic knowledge, and listening 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-have: Automation & AI mindset, documentation & knowledge sharing, data-driven approach, remote-first experience, enterprise account experience, emotional intelligence in customer threads

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.

Benefits

• Competitive compensation
• Ownership
• Work/life balance
• Health & wellness
• Future planning
• Career growth
• Remote-first
• Giving back
• AI enablement
• Transparency