Technical Support Lead: AI Automation & Executive Escalations

Lorikeet; Greater London; Hybrid; GBP 80,000 - 110,000; Full time

Benefits offered by this job

Hybrid working

Remote work budget £500

Holidays: 25 days + bank holidays

Birthday leave

Parental leave: 16 weeks fully-paid

Private Health Insurance (Bupa)

Mental Health Support

Life Assurance: 4x salary

Cycle to Work Scheme

Job summary

Lorikeet seeks a Technical Customer Support Lead in London to run the TCS team day to day, owning the AI automation roadmap and at least one production automation project. You’ll mentor engineers, shape escalation processes, and act as the bridge between support and Engineering on product direction.

You’ll own staffing, SOPs, and a robust knowledge base, turning recurring incidents into self-service AI-driven solutions while advocating for customer needs at the leadership table and guiding

Qualifications

• 5+ years in technical support or engineering.
• 2+ years directly managing people.
• Track record building or scaling a support function.
• Mentor and coach team members.
• Comfort reading PRDs and giving product feedback.
• Experience with AI/ML or enterprise B2B SaaS.
• Prompt design, structured outputs, and LLM evaluation.
• Familiarity with crypto and blockchain compliance.

Responsibilities

• Run the team day to day: queue health, SLAs, and 24/7 coverage.
• Own executive-level and major-incident escalations.
• Review product requirements that touch support.
• Own the AI automation roadmap, career frameworks and SOPs.
• Hire and grow the team, mentor and coach staff.
• Turn recurring incidents into self-service using AI and tooling.
• Advocate for customer needs at the leadership table.
• Step in on toughest API escalations when needed.

Skills

APIs

Datadog/Kibana

SQL

Workflow automation

AI/ML experience

CI/CD pipelines

Observability tooling

Leadership

Tools

Datadog/Kibana

CI/CD pipelines

Observability tooling

Job description

Lorikeet seeks a Technical Customer Support Lead in London to run the TCS team day to day, owning the AI automation roadmap and at least one production automation project. You’ll mentor engineers, shape escalation processes, and act as the bridge between support and Engineering on product direction.

You’ll own staffing, SOPs, and a robust knowledge base, turning recurring incidents into self-service AI-driven solutions while advocating for customer needs at the leadership table and guiding