Support Engineering Team Lead

🕒 Maio 22

🏄 California, Florida, +5 estados a mais – Remoto

🏄 California – Remote 🐊 Florida – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🍂 Massachusetts – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote

⏰ Tempo Integral

🟠 Sênior

📞 Engenheiro de Suporte

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n8n

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2019

☁️ SaaS

🤖 Inteligência Artificial

🏢 Corporativo

SaaS • Artificial Intelligence • Enterprise

n8n é uma plataforma segura de automação de fluxos de trabalho nativa de IA, projetada para equipes técnicas. Ela permite que os usuários criem agentes autônomos de múltiplos passos e automatizem fluxos de trabalho em várias aplicações com integrações ilimitadas. Com suporte tanto para código quanto para uma interface amigável, o n8n capacita as empresas a otimizar operações, melhorar processos de TI e segurança, e potencializar seu CRM, enquanto mantém a conformidade e assegura a disponibilidade crítica para a missão.

Descrição

• Your main goal will be to ensure a predictable, high-quality, and scalable support engineering operation while empowering your team to perform at their best. • To achieve this, you’ll act as the operational backbone of your domain—owning execution, driving consistency, and continuously improving how we support our users. • 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 • Take part on the hiring process • Cross functional work with other team leads • 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.

🎯 Requisitos

• Support Engineering experience: You have hands-on experience in a technical support or support engineering role in a SaaS environment • Technical depth (APIs / workflows): You are comfortable debugging integrations, APIs, or workflow-based systems • Operational ownership: You are used to owning queues, metrics, and day-to-day operations with a strong sense of accountability • Escalation ownership: You know when and how to escalate. You write escalations that lead with customer name, ARR, business impact, and data — not vague summaries. When a bug is confirmed, you open the ticket immediately and communicate that to the customer. You do not sit on it. • Problem-solving mindset: You are known for quickly identifying root causes and unblocking complex situations • Team leadership: You have experience managing or mentoring engineers and running effective team rituals • Execution & organization: You thrive in fast-paced environments and bring structure, clarity, and follow-through • Tone & communication intelligence: You understand the difference between collaborative investigation and adversarial questioning. You know how to ask for evidence in a way that signals partnership, not skepticism, and you coach your team to do the same. • Proactive communication discipline: You follow up before customers ask. You send updates even when there's nothing new to report. You treat a customer having to chase you as a failure, and you hold your team to the same standard. • Empathetic leadership: You are used to working with low ego, pushing the team forward with your strategic knowledge and are an avid listener to their needs in order to empower them. • Automation & AI mindset: You have experience building automations or using AI to scale support operations • Documentation & knowledge sharing: You enjoy creating playbooks, improving KBs, and scaling knowledge across teams • Data-driven approach: You are comfortable using metrics like CSAT, SLA, and backlog trends to drive decisions • Remote-first experience: You have worked in distributed teams and know how to maintain alignment and communication • Enterprise account experience: You have worked with high-ARR, enterprise-tier customers where the stakes of every interaction extend beyond the ticket itself to renewal, expansion, and trust. • Emotional intelligence in customer threads: You can read the temperature of a conversation and recognize when frustration is building before it becomes explicit. You adjust approach accordingly and help your team develop the same awareness.

🏖️ Benefícios

• Competitive compensation 💸 – We offer fair and attractive pay. • Ownership 💪 – Our core value is to “empower others,” and we mean it—you’ll get a slice of n8n with equity. • Work/life balance 🏖️ – We work hard but ensure you have time to recharge: • Europe: 30 days of vacation, plus public holidays wherever you are. • US: 20 vacation days, 8 sick days, plus public holidays wherever you are. • Health & wellness 🩺 – • Europe: We provide benefits according to local country norms. • US: Multiple low-premium, low-deductible medical plans with coverage for individuals and families—plus a no-cost premium HDHP option with a pre-seeded HSA—along with dental and vision coverage. • Future planning 💰 – • Europe: We provide pension contributions according to local country norms. • US: 401(k) retirement plan with a 4% employer match. • Financial security 🛡️ – • Europe: We provide benefits according to local country norms. • US: Company-paid short-term and long-term disability insurance, plus life insurance to support you and your loved ones. • Career growth 📈 – We hire rising stars who grow with us! You’ll get €1K (or equivalent) per year to spend on courses, books, events, or coaching to level up your skills. • A passionate team 🤩 – We love our product, and we prove it with regular hackathons where we see who can build the coolest thing with it! • Remote-first 🌏 – Our team works remotely across Europe, with regular off-sites for team bonding. Some roles, like sales in the US, are hybrid—please check the job description. • Giving back 🤝 – We're big fans of open source, and you'll get $100 per month to support projects you care about. • AI enablement 🤖 – We believe in working smarter—everyone gets an unlimited AI budget to explore and use the best tools to boost productivity and creativity. • Transparency 🙏 – We all know what everyone’s working on, how the company is doing—the whole shebang.