Technical Customer Support Lead

Job description

**Do you enjoy building a support practice as much as running one? Have you managed a team through change while still being hands-on enough to jump into an executive-level escalation yourself? Do you see AI as the single biggest lever for cutting repeat-ticket volume, and have you actually shipped something that proves it? Are you looking for a values-led company that cares about its employees' growth?** **The impact you will have:** As Technical Customer Support Lead based out of our London office, you'll run the TCS team day to day. That means setting the AI automation roadmap and personally driving at least one automation project from idea to production, building the career framework the team is levelled against, and owning the feedback loop back into Engineering on anything that touches support. You'll be the person executives and customers turn to when something P1 or exec-visible needs managing, and the main link between TCS and Engineering on product direction. We know Diversity and inclusion are much deeper than just hiring, but it's important for us to mention it here. We welcome and embrace individuals of all backgrounds and identities at Elliptic, and this is an ongoing priority for us. We know incredible people don't all think in the same way. We want to be challenged every day. We are committed to diversity, equity, and inclusion at Elliptic. We welcome individuals of all backgrounds and viewpoints — diverse thinking drives our innovation. We aim to create a psychologically safe environment where everyone can bring their whole self to work. We are committed to creating a diverse, inclusive, and equitable workplace, so we welcome applications from everyone, even if you do not think you meet all the requirements for our roles. We foster an environment of psychological safety, where everyone feels comfortable bringing their whole self to work. **What you will do daily:** - Run the team day to day: queue health, SLAs, and the follow-the-sun coverage model across four hubs. - Own executive-level and major-incident escalations, managing customer communication while Engineering fixes the underlying issue. - Review product requirements for anything that touches support, and flag deployments that could affect customers before they ship. - Own the AI automation roadmap, career frameworks and SOPs for the team. - Hire and grow the team, mentor and coach team members on both technical troubleshooting and their career growth, and own the knowledge base as a durable asset rather than a side project. - Work with the team to turn recurring incident types into self-service using AI and other tooling, and keep an eye on whether people actually use it. - Advocate for customer needs at the leadership table, turning what you're seeing in escalations into specific asks for the product roadmap. - Step in personally on the toughest API escalations when a customer's web or mobile build needs senior technical guidance. **What you will achieve in the first 6 months:** - Have a documented, working escalation and RACI model the team is actually using, not just a page nobody opens. - Run at least one executive-level incident end to end, from first contact through customer communication to resolution. - Ship and measure at least one AI-driven automation project that visibly cuts routine incident volume, agreed and prioritised with the team. **You will be a great fit here if you:** - Have led a technical support or customer-facing engineering team through real growth, not just steady state. - Are as comfortable in an executive incident call as you are reviewing a PRD. - Build process because it removes friction for your team, not because process is the point. - Care about AI, and have a clear point of view on how advanced systems should be built responsibly. - Stay technically sharp yourself: seek out the hardest escalations instead of only managing from a distance. - Use AI coding assistants like Copilot, Cursor, or Claude critically and effectively as part of your day-to-day workflow, not just as a novelty. - Firmly believe diverse and empowered teams make us stronger as individuals, as a team, and as a business. **Our ideal candidate has:** - 5+ years in technical support, technical account management, or engineering, with 2+ years directly managing people. - A track record of building or scaling a support function, ideally in a regulated or high-stakes environment. - Demonstrated ability to mentor and coach team members, not just manage their output. - Comfort reading PRDs and giving product feedback that engineers actually act on. - Experience with the same technical surface the team works in daily: APIs, Datadog/Kibana, SQL, and workflow automation tooling. - Experience with AI/ML or enterprise B2B SaaS, including having led or closely supported an automation project from pilot to production. - Enough practical fluency in prompt design, structured outputs, and LLM evaluation to sponsor the team's AI work and judge when it's ready to ship — you don't need to have built the eval harness yourself, but you should know what a credible one looks like. - Familiarity with observability tooling, automation frameworks, and CI/CD pipelines, enough to have an informed view on what the team should build versus buy. - Genuine interest in crypto and blockchain, and in the compliance landscape it operates in. ## **Job Benefits** **> How we work:** - Hybrid working and the option to work from *almost* anywhere for up to 90 days per year - £500 Remote working budget to set up your home office space **> Learning & Development:** - $1,000 Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development **> Vacation/ Leave:** - Holidays: 25 days of annual leave + bank holidays - An extra day for your birthday - Enhanced parental leave: we provide eligible employees, regardless of gender or whether they become a parent by birth or adoption, 16 weeks fully-paid leave and leave. **> Benefits:** - Private Health Insurance - we use Bupa! - Full access to Spill Mental Health Support - Life Assurance: we hope you will never need this - but our cover is for 4 times your salary to your beneficiaries - Cycle to Work Scheme