Technical Customer Support Lead
Overview
Elliptic is seeking a Technical Customer Support Lead to join the team in London, United Kingdom. This full-time position involves managing day-to-day operations of the technical customer support team across four hubs, overseeing queue health, service level agreements, and coverage models. The role bridges customer support and engineering by shaping product requirements, handling major incident escalations, and directing the artificial intelligence automation roadmap.
Who can apply
Candidates must have at least five years of experience in technical support, technical account management, or engineering, including a minimum of two years of direct people management. Applicants should possess a track record of scaling support functions in high-stakes or regulated environments, along with experience in enterprise B2B software-as-a-service or artificial intelligence and machine learning. Familiarity with application programming interfaces, Datadog or Kibana, SQL, workflow automation tooling, and blockchain compliance is required.
What you get
The compensation package includes private health insurance through Bupa, Spill mental health support, and life assurance coverage set at four times the employee salary. Employees receive 25 days of annual leave plus bank holidays, an extra day off for a birthday, and 16 weeks of fully-paid enhanced parental leave. Additional perks include a 500 British Pound remote working budget, a 1,000 United States Dollar learning and development budget, a cycle to work scheme, hybrid working arrangements, and the option to work from almost anywhere for up to 90 days per year.
Requirements
The role requires practical fluency in prompt design, structured outputs, and large language model evaluation to sponsor automation projects. Applicants must remain technically proficient to handle difficult API escalations and review product requirement documents. Candidates should also demonstrate an ability to build career frameworks, write standard operating procedures, mentor team members, and advocate for customer needs with company leadership.
How to apply
Interested individuals may submit an application through the organization's standard hiring process.