Support Engineering Team Lead | Remote | US

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 190K+ 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 http://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. Location: Remote, United States. Candidates must be based in one of the following states: California, Massachusetts, Virginia, New York, New Jersey, Florida, or Texas. 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 - 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 CORE REQUIREMENTS MUST-HAVE - 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 immediat