technical customer support team manager in blockchain analytics

Elliptic; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid working

Remote work budget 90 days/year

£500 Remote working budget

$1,000 Learning & Development budget

25 Days of annual leave

Birthday day off

16 weeks parental leave

Private Health Insurance

Mental Health Support

Life Assurance 4x salary

Cycle to Work Scheme

Job summary

Elliptic ищет руководителя технической поддержки и инженерной команды для масштабирования функций поддержки в крипто-блокчейн-организации. Вы будете управлять четырьмя хабами, выстраивать дорожную карту AI-автоматизации и наставлять сотрудников, сохраняя базу знаний в актуальном виде.

Кандидат должен иметь опыт руководства командами, владение API, Datadog/Kibana, SQL и CI/CD, а также интерес к крипто и регуляторным требованиям. Гибридный режим работы и поддержка развития приветствуются.

Qualifications

• 5+ лет в техподдержке, техническом аккаунт-менеджменте или инженерии.
• 2+ года прямого опыта руководства командой.
• Опыт ведения техподдержки или инженерной команды в условиях роста.
• Умение наставлять и развивать сотрудников.
• Опыт работы с API, Datadog/Kibana, SQL и инструментами автоматизации рабочих процессов.
• Опыт IA/ML или enterprise B2B SaaS, включая автоматизацию.
• Владение дизайном промптов и оценкой LLM.
• Знакомство с OBS/CI-CD и фреймворками автоматизации.

Responsibilities

• Ежедневное управление командой, очередь, SLA и режим 24/7 по четырём хабам.
• Эскалации на исполнительном уровне и при инцидентах, коммуникации с клиентами.
• Ревью требований к продукту и предупреждение о рискованных релизах.
• Внедрение дорожной карты AI-автоматизации, карьеры и SOP.
• Найм и развитие команды, ведение базы знаний.
• Преобразование повторяющихся инцидентов в self-service решения.
• Формирование требований к продукту на основе клиентских потребностей.
• Лидерство в сложных API-эскалациях с техническим руководством.
• Документирование эскалаций и RACI, используемых командой.
• Энд-ту-энд инциденты на исполнительном уровне: контакт — решение.
• Измерение влияния AI-автоматизации на объём инцидентов.

Skills

Technical leadership

People management

Support engineering

APIs

Observability tools

AI automation

Prompt design

Crypto/blockchain interest

Tools

Datadog

Kibana

SQL

Workflow automation

CI/CD pipelines

Job description

Описание: Описания нет

Задачи:

Run the team day to day, managing 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 resolves the underlying issue Review product requirements that affect support and flag potentially customer-impacting deployments before they ship Own the AI automation roadmap, team career frameworks, and SOPs Hire and grow the team, mentor and coach team members on technical troubleshooting and career development, and maintain the knowledge base as a durable asset Work with the team to turn recurring incident types into AI-enabled and other self-service options, and monitor their usage Advocate for customer needs with leadership and turn escalation insights into specific product roadmap requests Personally handle the toughest API escalations when customers’ web or mobile builds need senior technical guidance Establish a documented escalation and RACI model that the team uses Run an executive-level incident end to end, from initial contact through customer communication to resolution Ship and measure an AI-driven automation project that reduces routine incident volume, agreed and prioritised with the team

Требования:

5+ Years in technical support, technical account management, or engineering 2+ Years of direct people management experience Experience leading a technical support or customer-facing engineering team through growth A track record of building or scaling a support function Ability to mentor and coach team members Comfortable reviewing PRDs and providing product feedback that engineers act on Experience with APIs, Datadog/Kibana, SQL, and workflow automation tooling Experience with AI/ML or enterprise B2B SaaS, including leading or closely supporting an automation project from pilot to production Practical fluency in prompt design, structured outputs, and LLM evaluation sufficient to sponsor AI work and assess its readiness to ship Familiarity with observability tooling, automation frameworks, and CI/CD pipelines Genuine interest in crypto, blockchain, and their compliance landscape Будет плюсом: experience in a regulated or high-stakes environment

Условия:

• Hybrid working and the option to work from almost anywhere for up to 90 days per year


• £500 Remote working budget for setting up a home office


• $1,000 Learning & Development budget for agreed learning and development activities


• 25 Days of annual leave plus bank holidays


• An extra day off for your birthday


• Eligible employees receive 16 weeks of fully paid parental leave, regardless of gender or whether they become a parent by birth or adoption


• Private Health Insurance through Bupa


• Full access to Spill Mental Health Support


• Life Assurance covering 4 times the employee’s salary for beneficiaries


• Cycle to Work Scheme