AI‑Driven Technical Support Lead (London)

Jackalope Digital LLC; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work flexibility

Remote budget £500

Learning & Development budget

25 days holidays + birthday

Enhanced parental leave

Private Health Insurance

Mental health support

Life Assurance 4x salary

Cycle to Work scheme

Job summary

Elliptic in London is seeking a Technical Customer Support Lead to head the TCS team, own the AI automation roadmap, and drive at least one production project. You will bridge customers, executives, and Engineering on product direction.

The role blends hands-on troubleshooting with strategic people management, escalation handling, and mentoring, in a hybrid London-based environment that supports flexible work and career growth.

Qualifications

• 5+ years in technical support, technical account management, or engineering.
• 2+ years directly managing people.
• Experience building or scaling a support function.
• Ability to mentor and coach team members.

Responsibilities

• Run the team day to day: queue health, SLAs, and coverage across hubs.
• Own executive-level and major-incident escalations with customer comms.
• Review product requirements touching support and flag customer impacts.
• Own the AI automation roadmap, career frameworks and SOPs.
• Hire, grow, and mentor team members; own the knowledge base.
• Turn recurring incidents into self-service with AI and tooling.
• Advocate for customer needs at leadership table for product roadmap.
• Step in on the toughest API escalations requiring senior guidance.

Skills

Technical leadership

People management

AI/ML understanding

Executive communications

PRD feedback

Tools

Datadog

Kibana

SQL

CI/CD

Automation tooling

Job description

Elliptic in London is seeking a Technical Customer Support Lead to head the TCS team, own the AI automation roadmap, and drive at least one production project. You will bridge customers, executives, and Engineering on product direction.

The role blends hands-on troubleshooting with strategic people management, escalation handling, and mentoring, in a hybrid London-based environment that supports flexible work and career growth.