Support Systems & Programs Lead | Europe Remote

The role

Lead and grow the Support Systems & Programs engineering team. Own the Support tooling roadmap and drive AI-first support and automation using tools such as Nate, n8n's AI-powered Support solution.

What you will do

• Lead, coach, and develop Systems & Programs engineers
• Establish team scope, planning processes, and delivery rhythm
• Support hiring and onboarding
• Own the Support tooling portfolio and build a prioritised roadmap
• Set up project intake, scoping, and prioritisation processes
• Partner with Support, Product, Engineering, Security, Legal, Data, Sales and other teams to align priorities
• Lead the expansion of Nate, the AI-powered Support solution, across Support tiers
• Guide development and adoption of automations, AI agents and integrations
• Measure AI and automation impact through time saved, AI-handled ticket share and cost per AI ticket
• Rebuild and optimise Support processes, SOPs and tooling governance

Required qualifications

• Hands-on n8n expertise with complex workflows and automations
• Working knowledge of APIs, HTTP, authentication, webhooks and SaaS architecture
• Experience owning and improving technical Support systems in a B2B SaaS environment
• At least 5 years of experience leading or mentoring engineers
• Ability to translate business needs into technical priorities and align cross-functional stakeholders
• Hands-on experience implementing AI agents or AI-assisted Support tooling

Nice to have

• Background as a developer, in DevOps, or on an automation-focused technical product
• Familiarity with Support performance metrics and analytics tools such as Hex or Metabase
• Experience in open-source or community-led SaaS environments
• Experience in distributed, remote-first teams, ideally at a European startup or scale-up

Benefits

• Competitive compensation
• Equity ownership in n8n
• Europe: 30 days of vacation plus public holidays
• US: 20 vacation days, 8 sick days plus public holidays
• Europe: health benefits according to local country norms
• US: multiple medical plans, HDHP option with HSA, dental and vision coverage
• Europe: pension contributions according to local country norms
• US: 401(k) with 4% employer match
• US: company-paid short-term and long-term disability insurance and life insurance
• €1K (or equivalent) per year for courses, books, events or coaching
• Regular hackathons and team off-sites
• Remote-first work across Europe

Before you apply

• Visa sponsorship is offered for Germany only; for any other country you need an existing right to work
• The company language is English

About the company

n8n is an open workflow orchestration platform for AI, founded in 2019 and based with its centre of gravity in Berlin. It has a team of over 260 across Europe and the US, and a community of more than 650,000 active developers and builders.