Team Lead, Customer Support - EMEA

5-8 years of technical support, solutions engineering, or related experience in a SaaS, security, or developer-focused environment. 2–4+ 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. Experience in fraud prevention, security, identity, or device intelligence ecosystems (Preferred). Hands-on experience with Fingerprint or similar browser/device identification technologies (Preferred). Familiarity with tools such as Zendesk, Jira, Linear, or equivalent customer support platforms (Preferred). Background contributing to documentation, runbooks, and technical enablement (Preferred). Ability to work effectively in a remote-first, globally distributed organization (Preferred).

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. Foster a culture of accountability, continuous learning, and customer-first thinking. 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 Fingerprint's APIs, SDKs, webhooks, and integration patterns. 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. 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.