Technical Customer Support Lead

Overview

In this role you guide Elliptic’s Technical Customer Support (TCS) with an emphasis on AI-driven automation and escalation leadership. You will own the AI automation roadmap, shape the team’s career framework, and ensure close collaboration with Engineering on product direction. You’ll handle executive-level and major incidents, and actively translate customer needs into product asks. This is a hands-on leadership role at a company valuing growth, inclusion, and responsible AI.

Pay / Benefits

• Hybrid working
• Remote working budget
• Learning & Development budget
• 25 days holidays + bank holidays
• Birthday day off
• Enhanced parental leave (16 weeks fully-paid) including adoption scenarios? (as stated)??

Responsibilities

• Run the TCS team day to day including queue health, SLAs, and global coverage across four hubs
• Own executive-level and major-incident escalations and manage customer communications
• Review product requirements affecting support and flag deployments pre-shipment
• Own the AI automation roadmap, career frameworks, and SOPs for the team
• Hire, mentor and coach team members and own the knowledge base as a durable asset
• Turn recurring incident types into self-service using AI and other tooling
• Advocate for customer needs at leadership level and inform product roadmap
• Step in on the toughest API escalations requiring senior technical guidance

Key requirements

• 5+ years in technical support, technical account management, or engineering
• 2+ years directly managing people
• Track record of building or scaling a support function
• Ability to review PRDs and provide actionable product feedback
• Experience with APIs, Datadog/Kibana, SQL, and workflow automation tooling
• Experience with AI/ML or enterprise B2B SaaS including leading or supporting automation from pilot to production
• Practical fluency in prompt design, structured outputs, and LLM evaluation

• leadership and mentorship
• ability to operate across executive and technical levels
• process-minded with focus on removing friction
• APIs
• Datadog
• Kibana

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