Support Systems & Programs Lead
New
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n8nB2B SaaS
Location: Berlin Office; Secondary Locations: Denmark, Estonia, Latvia, Slovenia, Hungary, Portugal, Poland, Serbia, Germany, Austria, Finland, Ireland, Bulgaria, Belgium, Czech Republic, United Kingdom, Croatia, Spain, Greece; Workplace: RemoteFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- Our company language is English.
- Experience
- You have at least 5 years experience leading or mentoring engineers
- Required Skills
- RESTful APIs
Requirements
- Have practical experience building and maintaining complex workflows and automations using n8n.
- Be comfortable working with APIs, HTTP, authentication, webhooks, and SaaS architecture.
- Have owned and improved technical Support systems, tooling, and automations in a B2B SaaS environment.
- Have at least 5 years of experience leading or mentoring engineers.
- Translate business needs into technical priorities and align cross-functional stakeholders around a shared roadmap.
- Have hands-on experience implementing AI agents or AI-assisted Support tooling to improve operational efficiency.
- Developer, DevOps, or automation-focused technical product experience is a plus.
- Familiarity with Support performance metrics and analytics or dashboarding tools such as Hex or Metabase is a plus.
- Experience in open-source or community-led SaaS environments is a plus.
- Experience in distributed, remote-first teams, ideally within a European startup or scale-up, is a plus.
Responsibilities
- Lead, coach, and develop Systems & Programs engineers, and establish team scope, planning processes, and delivery rhythm.
- Support hiring and onboarding while staying close to technical decisions and hands-on problem-solving.
- Own the Support tooling portfolio and build a prioritised roadmap for Reactive and Proactive Support.
- Establish project intake, scoping, and prioritisation processes.
- Partner with Support leaders and stakeholders across Product, Engineering, Cloud, Security, Legal, Data, Customer Success, Sales, and Partnerships.
- Expand Nate, the AI-powered Support solution, across Support tiers.
- Guide the development, maintenance, and adoption of automations, AI agents, and integrations.
- Measure the impact of AI and automation using time saved, AI-handled ticket share, and cost per AI ticket.
- Rebuild and optimise Support processes and establish governance for SOPs, tooling ownership, and automation reliability.
- Track tooling adoption, SOP compliance, operational efficiency, and capacity freed up for Support teams.
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