Team Lead, Customer Support EMEA

We are seeking an experienced Support Engineer Team Lead based in Europe to lead and mentor a global team of Support Engineers. This role combines hands-on technical work especially with JavaScript browser behavior APIs and debugging with operational leadership for a round-the-clock distributed support team.

The ideal candidate has previously led a high-performing technical support team in a high growth SaaS environment excels in cross-functional communication and brings a proactive approach to improving customer experience tooling workflows and team capability.

You will partner closely with Support Customer Success Engineering and Product to resolve complex issues accelerate root-cause analysis and ensure customers receive fast accurate and empathetic support.

Key Responsibilities:

Leadership & People Management

• Lead coach and develop a global team of Support Engineers across multiple time zones.
• Drive performance management including 1:1s development plans skill assessments and onboarding of new team members.
• Foster a culture of accountability continuous learning and customer-first thinking.

Technical Expertise & Escalation Ownership

• Act as the senior technical escalation point for complex customer issues involving JavaScript integrations browser behavior API usage fraud identification workflows and SDK implementations.
• Review and troubleshoot customer implementations; provide code-level guidance and clear reproduction steps.
• Collaborate with Engineering on bug triage issue prioritization and root-cause investigation.
• Maintain up-to-date expertise in Fingerprints APIs SDKs webhooks and integration patterns.

Operational Excellence

• Ensure SLAs response times and resolution targets are consistently met or exceeded globally.
• Own queue management workload distribution and process improvements that increase support efficiency.
• Build and refine playbooks workflows and troubleshooting frameworks to scale the team.
• Identify trends and recurring issues; deliver insights to Product & Engineering to drive systemic fixes.

Customer Experience & Communication

• Ensure every customer interaction reflects empathy clarity and accuracy.
• Escalate critical issues internally with comprehensive details and recommended next steps.
• Advocate for customer needs and work with cross-functional teams to improve product usability and documentation.
• Represent the Support organization in internal initiatives cross-functional meetings and customer touchpoints when needed.

Required Qualifications:

• 5-8 years of technical support solutions engineering or related experience in a SaaS security or developer-focused environment.
• 24 years of experience leading or managing global technical support teams ideally across EMEA APAC and North America.
• Strong JavaScript expertise including debugging browser APIs network behavior and integration patterns. SQL and log analysis knowledge is highly preferable.
• Proven success handling complex escalations and guiding teams through root-cause analysis.
• Experience with REST APIs webhooks authentication approaches and developer tooling.
• Excellent written and verbal communication skills with both technical and non-technical audiences.
• Strong operational mindset: metrics-driven organized and comfortable working in fast-scaling environments.

Preferred Qualifications:

• Experience in fraud prevention security identity or device intelligence ecosystems.
• Hands-on experience with Fingerprint or similar browser/device identification technologies.
• Familiarity with tools such as Zendesk Jira Linear or equivalent customer support platforms.
• Background contributing to documentation runbooks and technical enablement.
• Ability to work effectively in a remote-first globally distributed organization.

Location Preference: Remote EMEA Preference for candidates located in the UK area as travel may be required to visit clients on site.

Compensation & Transparency

We benchmark our compensation against other fast-growing companies and set ranges by level role and location to ensure fairness and transparency. Final offers may vary based on experience expertise and location.