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Greater London, England, United Kingdom
Remote only
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Support Engineering based in United Kingdom.
Lead and scale a globally distributed Support Engineering organization serving highly technical developers and enterprise customers.
You will own the function end to end, spanning people, processes, tooling, operational performance, and customer experience.
The role sits at the intersection of engineering leadership, technical problem-solving, and customer advocacy.
You will partner closely with Engineering, Product, Solution Architecture, and Customer Success to resolve complex technical challenges and improve the overall platform experience.
Using support data and customer signals, you will identify systemic issues and turn them into actionable product and engineering improvements.
You will also build career frameworks, develop managers and engineers, and establish a culture of technical curiosity and customer empathy.
This is a high-impact opportunity for an experienced support engineering leader who thrives in a distributed, developer-focused SaaS environment.
Own the end-to-end Support Engineering function, including operational strategy, team structure, processes, tooling, and performance.
Lead daily support operations across global time zones, including queue management, triage, SLA adherence, prioritization, and escalation management.
Partner with Engineering, Solution Architecture, and Customer Success to drive resolution of complex technical issues, particularly those affecting enterprise customers.
Maintain visibility into individual support cases and recurring patterns, helping teams resolve issues efficiently while maintaining quality at scale.
Define and continuously improve support infrastructure, including workflows, tooling, runbooks, internal documentation, and the knowledge base.
Identify systemic customer and product issues through support signals and translate them into actionable feedback for Product and Engineering teams.
Establish, monitor, and improve key support metrics, including CSAT, first response time, mean time to resolution, escalation rates, and ticket deflection.
Hire, develop, coach, and retain a high-performing global team of Support Engineers and Support Engineering managers.
Establish clear career progression frameworks and provide ongoing feedback, coaching, and professional development opportunities.
Build a culture centered on technical excellence, customer empathy, ownership, curiosity, and continuous learning.
Partner with senior leadership to define the long-term Support Engineering strategy in line with business growth and an expanding enterprise customer base.
Collaborate with Product and Engineering ahead of major launches and releases to ensure support readiness and effective customer feedback loops.
Represent the Support Engineering function in cross-functional planning, workforce planning, and complex customer escalations involving senior stakeholders.
Use operational data and customer insights to drive measurable improvements across the support organization.
7+ years of experience in technical support or Support Engineering, including at least 3 years in a leadership or management position.
Proven experience building, scaling, or leading Support Engineering teams within a developer-first, API-driven, or technically complex SaaS environment.
Strong technical foundation with the ability to read code, troubleshoot complex issues, debug API integrations, and understand headless architectures and content delivery infrastructure.
Strong understanding of developer-facing SaaS products and the technical challenges encountered by engineering and enterprise customers.
Exceptional written and verbal communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical audiences.
Strong customer orientation and the ability to balance technical resolution with customer experience and business priorities.
Data-driven leadership approach, using operational metrics and customer signals to identify trends, prioritize initiatives, and drive measurable improvements.
Strong organizational and prioritization skills, with the ability to manage multiple competing priorities across globally distributed teams.
Experience managing managers and developing organizational structures is an advantage.
Ability to operate effectively in a remote, multicultural, and cross-functional environment.
Strong leadership presence, sound judgment, and a proactive approach to solving organizational and customer challenges.
Fully remote working opportunity within Europe.
Location-based competitive salary.
Competitive stock options program.
Comprehensive health plans and additional employee perks.
Flexible, trust-based working environment.
Strong emphasis on sustainable work-life balance that accommodates individual and family needs.
Opportunity to work with a highly skilled and supportive international team.
Exposure to a diverse global customer and developer community.
Significant leadership scope across people, operations, technology, and customer experience.
Opportunities for long-term professional and personal growth.
Collaborative environment with strong cross-functional exposure to Product, Engineering, Customer Success, and Solution Architecture.
Opportunity to influence support strategy and directly shape product and engineering improvements through customer insights.
