n8n - Support Engineering Team Lead | Remote | US

• 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.