AI-Driven Technical Support Lead (Hybrid/Remote)

Remote Worker LTD.; Greater London; Híbrido; GBP 85.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working

Remote working budget (£500)

Learning & Development budget ($1,000)

Private Health Insurance

Mental health support

Life Assurance: 4x salary

Cycle to Work Scheme

Descripción de la vacante

Elliptic in London is seeking a Technical Customer Support Lead to run the TCS team, own the AI automation roadmap, and manage executive escalations with Engineering input.

You will hire and grow the team, mentor engineers, maintain the knowledge base as a durable asset, and turn recurring incidents into self‑service using AI tooling. This role offers hybrid working with UK-wide flexibility and a strong focus on diversity.

Formación

• 5+ years in technical support, technical account management, or engineering, with 2+ years directly managing people.
• Track record of building or scaling a support function, ideally in a regulated or high‑stakes environment.
• Demonstrated ability to mentor and coach team members, not just manage their output.
• Comfort reading PRDs and giving product feedback that engineers actually act on.
• Experience with APIs, Datadog/Kibana, SQL, and workflow automation tooling.
• Experience with AI/ML or enterprise B2B SaaS, including having led or closely supported an automation project from pilot to production.
• Fluency in prompt design and LLM evaluation to sponsor AI work and judge ship readiness.
• Familiarity with observability tooling, automation frameworks, and CI/CD pipelines.

Responsabilidades

• Run the team day to day: queue health, SLAs, and follow‑the‑sun coverage across four hubs.
• Own executive‑level and major‑incident escalations, managing customer communication while Engineering fixes the underlying issue.
• Review product requirements for anything that touches support, flag deployments that could affect customers before they ship.
• Own the AI automation roadmap, career frameworks and SOPs for the team.
• Hire and grow the team, mentor and coach team members on technical troubleshooting and career growth, own the knowledge base as a durable asset.
• Turn recurring incident types into self‑service using AI and other tooling, monitor adoption.

Conocimientos

Tech leadership

People management

AI automation

Incident management

APIs

Datadog Kibana

SQL

CI/CD

Observability tools

Crypto knowledge

Herramientas

Datadog

Kibana

SQL

Automation tooling

Descripción del empleo

Elliptic in London is seeking a Technical Customer Support Lead to run the TCS team, own the AI automation roadmap, and manage executive escalations with Engineering input.

You will hire and grow the team, mentor engineers, maintain the knowledge base as a durable asset, and turn recurring incidents into self‑service using AI tooling. This role offers hybrid working with UK-wide flexibility and a strong focus on diversity.