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.

Responsibilities

• 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
• Participate in the hiring process
• 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 — not vague summaries. Opens tickets immediately upon confirmation and communicates to the customer.
• 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. Adjusts approach accordingly and helps the team develop the same awareness.

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, automation & AI mindset, documentation & knowledge sharing, data-driven approach, remote-first experience, enterprise account experience, emotional intelligence in customer threads.

Nice-to-have

• Automation & AI mindset: Experience building automations or using AI to scale support operations
• Data-driven approach: Comfortable using metrics like CSAT, SLA, and backlog trends to drive decisions
• Remote-first experience: Working in distributed teams and maintaining alignment and communication
• Enterprise account experience: Working with high-ARR, enterprise-tier customers
• Emotional intelligence in customer threads: Recognizing when frustration is building and adjusting approach accordingly

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.