AI-Driven Technical Support Leader

Elliptic; Greater London; Hybrid; GBP 90,000 - 125,000; Full time

Benefits offered by this job

Hybrid working

Remote work budget

Learning budget

25 days holiday + bank holidays

Birthday off

Enhanced parental leave

Private Health Insurance

Mental health support

Life Assurance 4x salary

Cycle to Work

Job summary

Elliptic is seeking a Technical Customer Support Lead in London to run the TCS team, own the AI automation roadmap, and escalate high-impact incidents with engineering. You will shape the support function, mentor engineers, and own the knowledge base as a durable asset.

You’ll collaborate with executives, review product requirements, and drive AI-driven self-service while maintaining quality customer communications across four hubs.

Qualifications

• 5+ years in technical support, technical account management, or engineering, with 2+ years directly managing people.
• A 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 the same technical surface the team works in daily: 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.
• Enough practical fluency in prompt design, structured outputs, and LLM evaluation to sponsor the team's AI work and judge when it's ready to ship — you don't need to have built the eval harness yourself, but you should know what a credible one looks like.
• Familiarity with observability tooling, automation frameworks, and CI/CD pipelines, enough to have an informed view on what the team should build versus buy.
• Genuine interest in crypto and blockchain, and in the compliance landscape it operates in.

Responsibilities

• Run the team day to day: queue health, SLAs, and the follow-the-sun coverage model 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, and 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 both technical troubleshooting and their career growth, and own the knowledge base as a durable asset rather than a side project.
• Work with the team to turn recurring incident types into self-service using AI and other tooling, and keep an eye on whether people actually use it.
• Advocate for customer needs at the leadership table, turning what you're seeing in escalations into specific asks for the product roadmap.
• Step in personally on the toughest API escalations when a customer's web or mobile build needs senior technical guidance.

Skills

APIs

Datadog

Kibana

SQL

AI/ML

Prompt design

LLM evaluation

Observability tooling

CI/CD

Copilot

Cursor

Claude

Tools

Datadog

Kibana

SQL

Copilot

Cursor

Claude

Job description

Elliptic is seeking a Technical Customer Support Lead in London to run the TCS team, own the AI automation roadmap, and escalate high-impact incidents with engineering. You will shape the support function, mentor engineers, and own the knowledge base as a durable asset.

You’ll collaborate with executives, review product requirements, and drive AI-driven self-service while maintaining quality customer communications across four hubs.