Customer Support Engineering Lead - London

📋 Description Lead, coach, and develop a team of support engineers; set a high standard for investigation rigour Run the team's operating rhythm: queue triage, standups, case reviews, escalations and 1:1s. Recruit, onboard, and ramp new support engineers as the function scales across regions. Provide on-the-spot coaching during live incidents and complex escalations. Own queue health and SLAs across L2 support; ensure timely, high-quality resolution of Track and report key metrics (response/resolution times, escalation and reopen rates, root-cause 🎯 Requirements Strong technical troubleshooting ability: comfortable reading logs/traces, querying data, and A romantic streak about software. You believe great products can transform someone's day. Experience leading or mentoring engineers — formal management or strong tech-lead / player-coach Excellent written communication — you can translate messy customer problems into clear technical High ownership: you define success, drive queue and quality outcomes, and deliver without heavy Pragmatic approach to reliability and safety, especially when actions can affect customers or 🎁 Benefits Health and dental cover £700 annual learning and development budget £100/month health and wellness allowance £500 home office budget 26 weeks paid primary parental leave 18 weeks paid secondary parental leave