Head of Technical Support & API Excellence

United States Digital Space LLC; Greater London; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Travel allowance for wanderlust

Work From Anywhere (60 days)

Sabbaticals

Pensions & loans

Job summary

United States Digital Space LLC in London is seeking a Head of Technical Support to lead our team of engineers, shaping how we handle API questions, troubleshooting and customer incidents as integrations scale.

You will guide investigations, coach engineers, and collaborate with Engineering, Product and Travel Ops to deliver dependable support and continuous improvement across the platform.

Qualifications

• Experience leading a technical support or support engineering team for business customers.
• Proven track record improving customer outcomes and support operations.
• Strong understanding of APIs, HTTP, authentication, webhooks and integrations.
• Ability to work with logs, SQL and scripts to investigate problems and improve workflows.

Responsibilities

• Lead and develop the team with clear expectations and coaching.
• Own and improve support quality, with standards for investigations and communication.
• Build a dependable support operation with triage, escalation paths and staffing plans.
• Strengthen technical capability by guiding API investigations and issue reproduction.
• Lead significant customer escalations and coordinate with Eng. and Partners.
• Ensure collaboration with Travel Ops, Implementation teams and Product/Engineering.
• Identify recurrent problems and recommend product/engineering improvements.
• Create troubleshooting guides, knowledge bases and tooling to improve support.

Skills

Technical leadership

APIs & integrations

Customer communication

Hiring & coaching

Escalation management

Data-driven decisions

Tools

SQL

Scripting

Job description

United States Digital Space LLC in London is seeking a Head of Technical Support to lead our team of engineers, shaping how we handle API questions, troubleshooting and customer incidents as integrations scale.

You will guide investigations, coach engineers, and collaborate with Engineering, Product and Travel Ops to deliver dependable support and continuous improvement across the platform.