Team Lead, Customer Support EMEA

Fingerprint; Remote; GBP 80,000 - 100,000; Full time

Job summary

A leading tech company is seeking an experienced Support Engineer Team Lead, primarily located in the UK, to manage and mentor a global team. The ideal candidate will have 5-8 years of technical support experience in a SaaS environment and possess strong JavaScript expertise. Responsibilities include leading the team, driving performance, and ensuring operational excellence. This full-time role offers the opportunity for remote work within EMEA and requires excellent communication and leadership skills.

Qualifications

• 5-8 years of technical support experience in a SaaS environment.
• Experience managing global technical support teams in EMEA, APAC, and North America.
• Strong JavaScript debugging skills, knowledge of SQL preferred.

Responsibilities

• Lead and mentor a global team of Support Engineers.
• Act as a senior escalation point for complex customer issues.
• Ensure SLAs and resolution targets are met.

Skills

Technical support experience

JavaScript expertise

Communication skills

Leadership experience

Operational mindset

Tools

Zendesk

Jira

Job description

We are seeking an experienced Support Engineer Team Lead based in Europe to lead and mentor a global team of Support Engineers. This role combines hands‑on technical work especially with JavaScript browser behavior APIs and debugging with operational leadership for a round‑the‑clock distributed support team.

The ideal candidate has previously led a high‑performing technical support team in a high growth SaaS environment excels in cross‑functional communication and brings a proactive approach to improving customer experience tooling workflows and team capability.

You will partner closely with Support Customer Success Engineering and Product to resolve complex issues accelerate root‑cause analysis and ensure customers receive fast accurate and empathetic support.

Key Responsibilities

Leadership & People Management

• Lead coach and develop a global team of Support Engineers across multiple time zones.
• Drive performance management including 1:1s development plans skill assessments and onboarding of new team members.
• Foster a culture of accountability continuous learning and customer‑first thinking.

Technical Expertise & Escalation Ownership

• Act as the senior technical escalation point for complex customer issues involving JavaScript integrations browser behavior API usage fraud identification workflows and SDK implementations.
• Review and troubleshoot customer implementations; provide code‑level guidance and clear reproduction steps.
• Collaborate with Engineering on bug triage issue prioritization and root‑cause investigation.
• Maintain up‑to‑date expertise in Fingerprints APIs SDKs webhooks and integration patterns.

Operational Excellence

• Ensure SLAs response times and resolution targets are consistently met or exceeded globally.
• Own queue management workload distribution and process improvements that increase support efficiency.
• Build and refine playbooks workflows and troubleshooting frameworks to scale the team.
• Identify trends and recurring issues; deliver insights to Product & Engineering to drive systemic fixes.

Customer Experience & Communication

• Ensure every customer interaction reflects empathy clarity and accuracy.
• Escalate critical issues internally with comprehensive details and recommended next steps.
• Advocate for customer needs and work with cross‑functional teams to improve product usability and documentation.
• Represent the Support organization in internal initiatives cross‑functional meetings and customer touchpoints when needed.

Required Qualifications

• 5-8 years of technical support solutions engineering or related experience in a SaaS security or developer‑focused environment.
• 24 years of experience leading or managing global technical support teams ideally across EMEA, APAC and North America.
• Strong JavaScript expertise including debugging browser APIs network behavior and integration patterns. SQL and log analysis knowledge is highly preferable.
• Proven success handling complex escalations and guiding teams through root‑cause analysis.
• Experience with REST APIs webhooks authentication approaches and developer tooling.
• Excellent written and verbal communication skills with both technical and non‑technical audiences.
• Strong operational mindset: metrics‑driven organized and comfortable working in fast‑scaling environments.

Preferred Qualifications

• Experience in fraud prevention security identity or device intelligence ecosystems.
• Hands‑on experience with Fingerprint or similar browser / device identification technologies.
• Familiarity with tools such as Zendesk, Jira, Linear or equivalent customer support platforms.
• Background contributing to documentation runbooks and technical enablement.
• Ability to work effectively in a remote‑first globally distributed organization.

Location Preference

Remote EMEA Preference for candidates located in the UK area as travel may be required to visit clients on site.

Compensation & Transparency

We benchmark our compensation against other fast‑growing companies and set ranges by level role and location to ensure fairness and transparency. Final offers may vary based on experience expertise and location.

Employment Type

Full Time

Experience

years

Vacancy

1