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Elliptic is seeking a Technical Customer Support Lead to build and run their customer support practice from the London office. This is a hands-on management role where you'll lead the Technical Customer Support (TCS) team day-to-day, owning queue health, SLAs, and follow-the-sun coverage across four hubs. You'll be responsible for setting the AI automation roadmap and personally driving at least one automation project from conception to production, building career frameworks for the team, and serving as the primary escalation point for P1 incidents and executive-level issues.
Key responsibilities include: managing team hiring and growth while mentoring on both technical troubleshooting and career development; owning the knowledge base as a strategic asset; reviewing product requirements that affect support and flagging deployment risks; working with the team to convert recurring incidents into self-service solutions using AI; advocating for customer needs at the leadership table; and stepping in personally on complex API escalations requiring senior technical guidance.
You'll achieve measurable outcomes in your first six months: establish a documented, working escalation and RACI model; manage at least one executive-level incident end-to-end; and ship an AI-driven automation project that demonstrably reduces routine incident volume.
Ideal candidates have 5+ years in technical support, technical account management, or engineering, with 2+ years directly managing people. You should have a track record of building or scaling support functions in regulated or high-stakes environments, comfort reading PRDs and providing actionable product feedback, and hands-on technical fluency with APIs, observability tools (Datadog/Kibana), SQL, and workflow automation. Experience with AI/ML projects from pilot to production is essential, including practical knowledge of prompt design, structured outputs, and LLM evaluation. Familiarity with crypto/blockchain and compliance landscapes is valued. You stay technically sharp, seek out the hardest escalations, and use AI coding assistants effectively as part of your workflow.
