[Hiring] Support Engineering Team Lead @n8n

Role Description

Your main goal will be to ensure a predictable, high-quality, and scalable support engineering operation while empowering your team to perform at their best. To achieve this, you’ll act as the operational backbone of your domain—owning execution, driving consistency, and continuously improving how we support our users.

What you’ll do

• Day-to-day leadership & team enablement
  • Run weekly team meetings, share key metrics, and track OKR progress
  • Manage and mentor part of the team through 1:1s, feedback, and growth support
  • Act as escalation point to the team
  • Participate in the hiring process
  • Cross-functional work with other team leads
  • Onboard new members to the team by ensuring tools, processes, and enablement needs are covered
• Queue ownership & operational excellence
  • Monitor queue health (backlog, aging, spikes) and ensure tickets flow smoothly
  • Investigate stuck tickets and drive them to resolution
  • Remove blockers by coordinating with Tier2, Engineering, Product, or Support stakeholders
  • Track key KPIs (e.g. average first response, resolution, number of replies) and ensure fast feedback loops
• Scheduling & coverage management
  • Design and maintain schedules to ensure consistent team coverage
  • Adapt staffing based on volume, PTO, and ongoing projects/events
  • Balance workload across the team to avoid burnout and inefficiencies
• Quality, CSAT & continuous improvement
  • Run QA checks on tickets to maintain high support standards
  • Review CSAT feedback and turn insights into concrete improvements
  • Identify recurring issues and build playbooks or automations to solve them
• Project & domain health
  • Track project and cycle health, ensuring steady delivery and follow-ups
  • Maintain clean and up-to-date Linear cycles and weekly project updates
  • Keep visibility on risks, blockers, and progress across initiatives
  • Maintain a list of top customer pain points and share insights across teams

Qualifications

• Support Engineering experience: Hands-on experience in a technical support or support engineering role in a SaaS environment
• Technical depth (APIs / workflows): Comfortable debugging integrations, APIs, or workflow-based systems
• Operational ownership: Used to owning queues, metrics, and day-to-day operations with a strong sense of accountability
• Escalation ownership: Know when and how to escalate, writing escalations that lead with customer name, ARR, business impact, and data
• Problem-solving mindset: Known for quickly identifying root causes and unblocking complex situations
• Team leadership: Experience managing or mentoring engineers and running effective team rituals
• Execution & organization: Thrive in fast-paced environments and bring structure, clarity, and follow-through
• Tone & communication intelligence: Understand the difference between collaborative investigation and adversarial questioning
• Proactive communication discipline: Follow up before customers ask and send updates even when there's nothing new to report
• Empathetic leadership: Used to working with low ego, pushing the team forward with strategic knowledge

Requirements

• Nice-to-have
  • Automation & AI mindset: Experience building automations or using AI to scale support operations
  • Documentation & knowledge sharing: Enjoy creating playbooks, improving KBs, and scaling knowledge across teams
  • Data-driven approach: Comfortable using metrics like CSAT, SLA, and backlog trends to drive decisions
  • Remote-first experience: Worked in distributed teams and know how to maintain alignment and communication
  • Enterprise account experience: Worked with high-ARR, enterprise-tier customers
  • Emotional intelligence in customer threads: Can read the temperature of a conversation and adjust approach accordingly

Benefits

• Competitive compensation: Fair and attractive pay
• Ownership: Get a slice of n8n with equity
• Work/life balance:
  • Europe: 30 days of vacation, plus public holidays
  • US: 20 vacation days, 8 sick days, plus public holidays
• Health & wellness:
  • Europe: Benefits according to local country norms
  • US: Multiple low-premium, low-deductible medical plans, dental and vision coverage
• Future planning:
  • Europe: Pension contributions according to local country norms
  • US: 401(k) retirement plan with a 4% employer match
• Financial security:
  • Europe: Benefits according to local country norms
  • US: Company-paid short-term and long-term disability insurance, plus life insurance
• Career growth: €1K (or equivalent) per year for courses, books, events, or coaching
• A passionate team: Regular hackathons to build cool things
• Remote-first: Team works remotely across Europe with regular off-sites
• Giving back: $100 per month to support open source projects
• AI enablement: Unlimited AI budget to explore and use the best tools
• Transparency: Everyone knows what others are working on and how the company is doing