Technical Customer Support Lead

As Technical Customer Support Lead at Elliptic, you run the TCS team day to day from our London office. You own the AI automation roadmap, manage executive-level and major-incident escalations, build the career framework the team is levelled against, and serve as the main link between TCS and Engineering on product direction. You step in personally on the toughest API escalations and turn what you're seeing in support into specific asks for the product roadmap.

What you'll do

• Run the team day to day: queue health, SLAs, and the follow-the-sun coverage model across four hubs
• Own executive-level and major-incident escalations, managing customer communication while Engineering fixes the underlying issue
• Review product requirements for anything that touches support, and flag deployments that could affect customers before they ship
• Own the AI automation roadmap, career frameworks and SOPs for the team
• Hire and grow the team, mentor and coach team members on both technical troubleshooting and their career growth, and own the knowledge base as a durable asset rather than a side project
• Work with the team to turn recurring incident types into self-service using AI and other tooling, and keep an eye on whether people actually use it
• Advocate for customer needs at the leadership table, turning what you're seeing in escalations into specific asks for the product roadmap
• Step in personally on the toughest API escalations when a customer's web or mobile build needs senior technical guidance

What you bring

• 5+ years in technical support, technical account management, or engineering, with 2+ years directly managing people
• A track record of building or scaling a support function, ideally in a regulated or high-stakes environment
• Demonstrated ability to mentor and coach team members, not just manage their output
• Comfort reading PRDs and giving product feedback that engineers actually act on
• Experience with the same technical surface the team works in daily: APIs, Datadog/Kibana, SQL, and workflow automation tooling
• Experience with AI/ML or enterprise B2B SaaS, including having led or closely supported an automation project from pilot to production
• Practical fluency in prompt design, structured outputs, and LLM evaluation to sponsor the team's AI work and judge when it's ready to ship
• Familiarity with observability tooling, automation frameworks, and CI/CD pipelines, enough to have an informed view on what the team should build versus buy
• Genuine interest in crypto and blockchain, and in the compliance landscape it operates in
• Experience using AI coding assistants like Copilot, Cursor, or Claude critically and effectively as part of your day-to-day workflow

Nice to have

• Comfort stepping into executive incident calls and reviewing PRDs with equal ease
• Track record of building process that removes friction for your team, not process for its own sake

What we offer

• Hybrid working with the option to work from almost anywhere for up to 90 days per year
• £500 remote working budget to set up your home office space
• $1,000 learning and development budget to use on anything that contributes to your growth and development
• 25 days of annual leave plus bank holidays, plus an extra day for your birthday
• Private health insurance through Bupa
• Full access to Spill mental health support
• Life assurance covering 4 times your salary to your beneficiaries
• Cycle to work scheme

About Elliptic

Elliptic builds compliance and risk management solutions for crypto and blockchain. We work in a regulated, high-stakes environment where technical customer support directly impacts how our customers operate.