Support Engineering Team Lead | Remote | US

n8n GmbH

Job Overview

Location

United States

Job Type

Full-time

Full Job Description

📋 Description

• Lead and mentor a team of support engineers, conducting weekly meetings, 1:1s, feedback sessions, and growth planning to ensure high performance and team development.
• Serve as the primary escalation point for complex customer issues, ensuring timely, data-driven responses with clear context including customer name, ARR, and business impact.
• Own end-to-end queue health by monitoring backlog, aging, and ticket spikes; proactively unblock stuck tickets by coordinating with Tier2, Engineering, Product, and Support stakeholders.
• Track and improve key support KPIs including average first response time, resolution time, and number of replies per ticket, ensuring fast feedback loops and operational efficiency.
• Design, maintain, and adapt team schedules to ensure consistent 24/7 coverage while balancing workload, PTO, and project demands to prevent burnout and inefficiencies.
• Conduct QA reviews on support tickets to uphold high service standards and translate CSAT feedback into actionable improvements for the team.
• Identify recurring customer pain points and develop standardized playbooks, automations, or knowledge base updates to reduce ticket volume and improve resolution speed.
• Maintain clean, up-to-date Linear cycles and weekly project updates, ensuring visibility into risks, blockers, and progress across all support initiatives.
• Keep a living list of top customer issues and share insights cross-functionally with Product, Engineering, and Marketing teams to drive product improvements.
• Onboard new team members by ensuring they have access to tools, documentation, processes, and mentorship needed for rapid productivity.
• Participate in the hiring process for support engineering roles, evaluating technical aptitude, operational discipline, and cultural fit.
• Engage in cross-functional collaboration with other team leads to align priorities, share best practices, and improve cross-team workflows.
• Practice proactive communication discipline by providing updates before customers ask, treating customer chasing as a failure, and coaching the team to do the same.
• Demonstrate empathetic leadership by listening to team needs, fostering low-ego collaboration, and empowering engineers through strategic guidance and psychological safety.
• Maintain operational excellence in a fast-paced, remote-first environment with strong execution, organization, and follow-through on all commitments.
• Communicate with technical precision and emotional intelligence, using collaborative language that signals partnership over skepticism and coaching team members to do the same.
• Leverage data from CSAT, SLA, backlog trends, and ticket metrics to drive decisions and prioritize improvements in support operations.
• Ensure consistent team coverage across time zones while adhering to U.S. work location requirements: California, Massachusetts, Virginia, New York, New Jersey, Florida, or Texas.

🎯 Requirements

• Support Engineering experience in a SaaS environment
• Technical depth in debugging APIs, integrations, or workflow-based systems
• Operational ownership of queues, metrics, and day-to-day support operations
• Escalation ownership with clear, data-driven communication practices
• Proven team leadership and mentoring experience with engineers
• Strong problem-solving mindset with ability to identify root causes and unblock complex issues

🏖️ Benefits

• Competitive compensation with equity ownership
• 20 vacation days, 8 sick days, and U.S. public holidays
• Multiple low-premium medical plans with dental and vision coverage, including a no-cost premium HDHP with pre-seeded HSA
• 401(k) retirement plan with 4% employer match
• Company-paid short-term and long-term disability insurance and life insurance
• $1,000 annual stipend for courses, books, events, or coaching
• $100 monthly stipend to support open-source projects
• Unlimited AI budget to explore productivity and creativity tools
• Remote-first work environment with regular team off-sites

Skills & Technologies

GitHub

Senior

Remote

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n8n GmbH

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About n8n GmbH

n8n GmbH provides open-source workflow automation software that enables technical teams to connect applications and APIs without writing extensive code. The Berlin-based company offers a fair-code licensed platform for building, deploying and monitoring integrations, ETL pipelines and business processes. It combines visual node-based editing with JavaScript flexibility, supports hundreds of pre-built integrations, and can be self-hosted or used via cloud. Founded in 2019, n8n serves developers, IT departments and digital agencies seeking cost-effective alternatives to proprietary automation tools.

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