Support Systems & Programs Lead | Europe Remote

Role overview Lead the team and technical foundations that help a customer support organisation handle growing demand through better systems, automation, and AI-assisted workflows. You will own the support tooling roadmap, develop engineers, and work across departments to improve service quality, operational efficiency, and the reliability of support processes.

Responsibilities - Lead, coach, and develop support systems engineers; set team priorities, planning practices, and delivery cadence. - Own the support tooling portfolio and prioritise work based on operational impact and business needs. - Coordinate with support, product, engineering, cloud, security, legal, data, customer success, sales, and partnerships teams. - Expand AI-assisted support across service tiers and guide the development and adoption of agents, automations, and integrations. - Track outcomes such as time saved, the share of tickets handled with AI, and cost per AI-handled ticket. - Improve support workflows and establish clear documentation, tooling ownership, and reliability practices.

Requirements - Practical experience building and maintaining complex workflows and automations with the specified workflow platform. - Strong working knowledge of APIs, HTTP, authentication, webhooks, and SaaS architecture. - Experience owning and improving support systems, tooling, or automations in a B2B SaaS environment. - At least five years of experience leading or mentoring engineers. - Ability to turn business needs into a clear technical roadmap and align stakeholders around priorities. - Hands-on experience implementing AI agents or AI-assisted support tools.

Nice to have - A background in software development, DevOps, or automation-focused technical products. - Familiarity with support performance analytics and dashboarding tools. - Experience in open-source or community-led SaaS, and in distributed teams.

Benefits and work setup - Remote-first work across Europe, with team off-sites. - Equity, annual learning support of €1,000 or local equivalent, and a monthly contribution to open-source projects. - European leave, health, and pension benefits follow local norms; country-specific details are provided in the employment agreement. - English is the working language. Visa sponsorship is available for Germany; elsewhere, candidates need existing work authorisation.