Support Engineering Team Lead | Remote | US

n8n

16h • Remote

About The Position

The AI orchestration of your wildest imagination. n8n is the open workflow orchestration platform built for the new era of AI. We give technical teams the freedom of code with the speed of no-code, so they can automate faster, smarter, and without limits. Backed by a fiercely inventive community and 500+ builder-approved integrations, we’re changing the way people bring systems together and scale ideas for impact. Since our founding in 2019, we’ve grown into a diverse team of over 260 - working across Europe and the US, connected by a shared builder spirit and with our centre of gravity in Berlin. Along the way, we’ve: Cultivated a community of more than 650,000 active developers and builders. Earned 188+ GitHub stars, making us one of the world’s Top 40 most popular projects. Backed by top investors, from Sequoia’s first German seed to our SAP's recent strategic investment - bringing us to a $5.2bn valuation. That’s the company we’ve built. Now we’d love to see what you can build. If you’re applying, try n8n out - whether you’re technical or not - and share a screenshot of your first workflow with us. The easiest place to start is here: app.n8n.cloud/register. We’re in a defining moment of an incredible journey. Come and build with us. 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.

Requirements

• Support Engineering experience: You have hands-on experience in a technical support or support engineering role in a SaaS environment
• Technical depth (APIs / workflows): You are comfortable debugging integrations, APIs, or workflow-based systems
• Operational ownership: You are used to owning queues, metrics, and day-to-day operations with a strong sense of accountability
• Escalation ownership: You know when and how to escalate. You write escalations that lead with customer name, ARR, business impact, and data — not vague summaries. When a bug is confirmed, you open the ticket immediately and communicate that to the customer. You do not sit on it.
• Problem-solving mindset: You are known for quickly identifying root causes and unblocking complex situations
• Team leadership: You have experience managing or mentoring engineers and running effective team rituals
• Execution & organization: You thrive in fast-paced environments and bring structure, clarity, and follow-through
• Tone & communication intelligence: You understand the difference between collaborative investigation and adversarial questioning. You know how to ask for evidence in a way that signals partnership, not skepticism, and you coach your team to do the same.
• Proactive communication discipline: You follow up before customers ask. You send updates even when there's nothing new to report. You treat a customer having to chase you as a failure, and you hold your team to the same standard.
• Empathetic leadership: You are used to working with low ego, pushing the team forward with your strategic knowledge and are an avid listener to their needs in order to empower them

Nice To Haves

• Automation & AI mindset: You have experience building automations or using AI to scale support operations
• Documentation & knowledge sharing: You enjoy creating playbooks, improving KBs, and scaling knowledge across teams
• Data-driven approach: You are comfortable using metrics like CSAT, SLA, and backlog trends to drive decisions
• Remote-first experience: You have worked in distributed teams and know how to maintain alignment and communication
• Enterprise account experience: You have worked with high-ARR, enterprise-tier customers where the stakes of every interaction extend beyond the ticket itself to renewal, expansion, and trust.
• Emotional intelligence in customer threads: You can read the temperature of a conversation and recognize when frustration is building before it becomes explicit. You adjust approach accordingly and help your team develop the same awareness.

Responsibilities

• 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
• Escalation point to the team
• Take part on 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

Benefits

• Competitive compensation
• Ownership with equity
• 20 vacation days, 8 sick days, plus public holidays wherever you are
• 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
• 401(k) retirement plan with a 4% employer match
• Company-paid short-term and long-term disability insurance, plus life insurance to support you and your loved ones
• €1K (or equivalent) per year to spend on courses, books, events, or coaching to level up your skills
• $100 per month to support open source projects
• Unlimited AI budget to explore and use the best tools to boost productivity and creativity

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed