[Hiring] Support Systems & Programs Lead @n8n

Role Description

Your main goal will be to build and scale the systems, automations, and AI-powered processes that enable n8n's Support teams to deliver exceptional service at scale, while leading and developing the engineers who make it happen.

To achieve this, you'll take ownership of four key areas:

• Lead and grow the Support Systems team
  • Lead, coach, and develop our Systems & Programs engineers, helping them grow their technical expertise and careers.
  • Establish a clear team scope, planning processes, and delivery rhythm to ensure consistent execution against priorities.
  • Support hiring and onboarding while staying close to technical decisions and hands-on problem-solving.
• Own the Support tooling strategy and roadmap
  • Own the Support tooling portfolio and build a prioritised roadmap that enables Reactive and Proactive Support to scale efficiently.
  • Establish structured project intake, scoping, and prioritisation processes to focus engineering efforts on the highest-impact opportunities.
  • Partner with Support leaders and stakeholders across Product, Engineering, Cloud, Security, Legal, Data, Customer Success, Sales, and Partnerships to align priorities and deliver improvements.
• Drive AI-first Support and automation
  • Lead the expansion of Nate, our AI-powered Support solution, across Support tiers to increase the share of tickets handled through AI.
  • Guide the development, maintenance, and adoption of reliable automations, AI agents, and integrations that reduce repetitive work and improve Support efficiency.
  • Measure the impact of AI and automation through metrics such as time saved, AI-handled ticket share, and cost per AI ticket.
• Build scalable processes and operational foundations
  • Rebuild and optimise foundational Support processes, ensuring workflows are efficient, documented, and scalable.
  • Establish strong governance for standard operating procedures (SOPs), tooling ownership, and automation reliability.
  • Drive continuous improvement by tracking tooling adoption, SOP compliance, operational efficiency, and capacity freed up for Support teams.

Qualifications

• Hands-on n8n expertise: You have practical experience building and maintaining complex workflows and automations using n8n.
• Strong technical foundations: You're comfortable working with APIs, HTTP, authentication, webhooks, and SaaS architecture.
• Support systems ownership: You've owned and improved technical Support systems, tooling, and automations in a B2B SaaS environment.
• Engineering leadership: You have at least 5 years experience leading or mentoring engineers, helping them develop their skills and deliver high-quality work.
• Roadmap and stakeholder management: You can translate business needs into clear technical priorities and align cross-functional stakeholders around a shared roadmap.
• AI and automation expertise: You have hands-on experience implementing AI agents or AI-assisted Support tooling to improve operational efficiency.

Requirements

• Nice-to-haves
  • Technical product background: You've worked as a developer, in DevOps, or on an automation-focused technical product.
  • Support analytics: You're familiar with Support performance metrics and have experience using analytics or dashboarding tools such as Hex or Metabase.
  • Open-source ecosystem: You have experience working in open-source or community-led SaaS environments.
  • Remote-first experience: You've worked in distributed, remote-first teams, ideally within a European startup or scale-up.

Benefits

• Competitive compensation – We offer fair and attractive pay.
• Ownership – Our core value is to “empower others,” and we mean it—you’ll get a slice of n8n with equity.
• Work/life balance – We work hard but ensure you have time to recharge:
  • Europe: 30 days of vacation, plus public holidays wherever you are.
  • US: 20 vacation days, 8 sick days, plus public holidays wherever you are.
• Health & wellness –
  • Europe: We provide benefits according to local country norms.
  • US: Multiple low-premium, low-deductible medical plans with coverage for individuals and families—plus a no-cost premium HDHP option with a pre-seeded HSA—along with dental and vision coverage.
• Future planning –
  • Europe: We provide pension contributions according to local country norms.
  • US: 401(k) retirement plan with a 4% employer match.
• Financial security –
  • Europe: We provide benefits according to local country norms.
  • US: Company-paid short-term and long-term disability insurance, plus life insurance to support you and your loved ones.
• Career growth – We hire rising stars who grow with us! You’ll get €1K (or equivalent) per year to spend on courses, books, events, or coaching to level up your skills.
• A passionate team – We love our product, and we prove it with regular hackathons where we see who can build the coolest thing with it!
• Remote-first – Our team works remotely across Europe, with regular off-sites for team bonding. Some roles, like sales in the US, are hybrid—please check the job description.
• Giving back – We're big fans of open source, and you'll get $100 per month to support projects you care about.
• Transparency – We all know what everyone’s working on, how the company is doing—the whole shebang.