Customer Support Engineering Lead - London

📋 Description

• Lead, coach, and develop a team of support engineers; set a high standard for investigation rigour
• Run the team's operating rhythm: queue triage, standups, case reviews, escalations and 1:1s.
• Recruit, onboard, and ramp new support engineers as the function scales across regions.
• Provide on-the-spot coaching during live incidents and complex escalations.
• Own queue health and SLAs across L2 support; ensure timely, high-quality resolution of
• Track and report key metrics (response/resolution times, escalation and reopen rates, root-cause

🎯 Requirements

• Strong technical troubleshooting ability: comfortable reading logs/traces, querying data, and
• A romantic streak about software. You believe great products can transform someone's day.
• Experience leading or mentoring engineers — formal management or strong tech-lead / player-coach
• Excellent written communication — you can translate messy customer problems into clear technical
• High ownership: you define success, drive queue and quality outcomes, and deliver without heavy
• Pragmatic approach to reliability and safety, especially when actions can affect customers or

🎁 Benefits

• Health and dental cover
• £700 annual learning and development budget
• £100/month health and wellness allowance
• £500 home office budget
• 26 weeks paid primary parental leave
• 18 weeks paid secondary parental leave