b Overview /b p In this role you guide Elliptics Technical Customer Support (TCS) with an emphasis on AI-driven automation and escalation leadership. You will own the AI automation roadmap, shape the team’s career framework, and ensure close collaboration with Engineering on product direction. You’ll handle executive-level and major incidents, and actively translate customer needs into product asks. This is a hands-on leadership role at a company valuing growth, inclusion, and responsible AI. /p b Pay / Benefits /b ul li Hybrid working /li li Remote working budget /li li Learning Development budget /li li 25 days holidays + bank holidays /li li Birthday day off /li li Enhanced parental leave (16 weeks fully-paid) including adoption scenarios? (as stated)?? /li /ul b Responsibilities /b ul li Run the TCS team day to day including queue health, SLAs, and global coverage across four hubs /li li Own executive-level and major-incident escalations and manage customer communications /li li Review product requirements affecting support and flag deployments pre-shipment /li li Own the AI automation roadmap, career frameworks, and SOPs for the team /li li Hire, mentor and coach team members and own the knowledge base as a durable asset /li li Turn recurring incident types into self-service using AI and other tooling /li li Advocate for customer needs at leadership level and inform product roadmap /li li Step in on the toughest API escalations requiring senior technical guidance /li /ul b Key requirements /b ul li 5+ years in technical support, technical account management, or engineering /li li 2+ years directly managing people /li li Track record of building or scaling a support function /li li Ability to review PRDs and provide actionable product feedback /li li Experience with APIs, Datadog/Kibana, SQL, and workflow automation tooling /li li Experience with AI/ML or enterprise B2B SaaS including leading or supporting automation from pilot to production /li li Practical fluency in prompt design, structured outputs, and LLM evaluation /li /ul ul li leadership and mentorship /li li ability to operate across executive and technical levels /li li process-minded with focus on removing friction /li li APIs /li li Datadog /li li Kibana /li /ul
Technical Customer Support Lead employer: Elliptic
At Elliptic, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As an Agent Engineer, you'll have the opportunity to make a significant impact on our internal business systems while working alongside talented professionals who are passionate about transforming processes through AI. We offer a supportive environment that encourages continuous learning and growth, ensuring that you can thrive in your career while contributing to our mission of making crypto markets safer and more efficient.
