Technical Customer Support Lead

London, United Kingdom, Remote. Posted 2 months ago

The role

You will run the Technical Customer Support team day to day. This includes setting the AI automation roadmap, managing executive-level escalations, and building career frameworks.

What you will do

Run the team day to day including queue health, SLAs, and follow-the-sun coverage
Own executive-level and major-incident escalations
Review product requirements and flag deployments affecting customers
Own the AI automation roadmap, career frameworks and SOPs
Hire, grow, mentor and coach team members
Own the knowledge base
Turn recurring incident types into self-service using AI and other tooling
Advocate for customer needs at the leadership table
Provide senior technical guidance on tough API escalations

Required qualifications

5+ years in technical support, technical account management, or engineering
2+ years directly managing people
Experience with APIs, Datadog/Kibana, SQL, and workflow automation tooling
Practical fluency in prompt design, structured outputs, and LLM evaluation

Nice to have

Track record of building or scaling a support function, ideally in a regulated or high-stakes environment
Experience with AI/ML or enterprise B2B SaaS, including leading or supporting an automation project from pilot to production
Familiarity with observability tooling, automation frameworks, and CI/CD pipelines
Genuine interest in crypto and blockchain, and in the compliance landscape it operates in

Benefits

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
$1,000 Learning & Development budget
25 days of annual leave plus bank holidays
An extra day for your birthday
16 weeks fully-paid enhanced parental leave
Private Health Insurance via Bupa
Full access to Spill Mental Health Support
Life Assurance cover for 4 times your salary
Cycle to Work Scheme

About the company

Elliptic is a values-led company that is committed to diversity, equity, and inclusion. They aim to create a psychologically safe environment for all employees.