Support Engineering Team Lead

🕒 May 22

🏄 California, Florida, +5 more states – Remote

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

⏰ Full Time

🟠 Senior

📞 Support Engineer

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

n8n

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

☁️ SaaS

🤖 Artificial Intelligence

🏢 Enterprise

SaaS • Artificial Intelligence • Enterprise

n8n is a secure, AI-native workflow automation platform designed for technical teams. It provides limitless integrations and advanced AI features, allowing users to build autonomous, multi-step agents and workflows. With capabilities for IT, security, and sales operations, n8n can save significant time per workflow run and enrich various business processes using AI. It is available for self-hosting or on the cloud and is popular among developers for its open-source model and the ability to code in JavaScript or Python. n8n is enterprise-ready, offering advanced on-prem or cloud automation solutions, and maintaining mission-critical automations.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.