Technical Support Manager

Summary

Join LaunchDarkly as our EMEA Technical Support Manager to lead, develop, and scale a world-class support organization. You will report to the Head of Support, managing a team of EMEA-based Technical Support Engineers. This role requires strong leadership, a focus on creating a positive and inclusive team environment, and a commitment to customer success. You will define and track key support metrics, improve support workflows, and collaborate with cross-functional teams. LaunchDarkly offers a competitive compensation package, including equity, benefits, and flexible work arrangements. If you are passionate about support leadership and growing inclusive teams, apply even if you don't meet every qualification.

Requirements

• Experience both managing technical support teams and working directly in customer-facing technical roles (ideally 3+ years)
• Familiarity with developer audiences and technical concepts; direct coding experience is a bonus, not a must
• Strong written and verbal communication skills, with the ability to simplify complex topics
• Experience using Zendesk or similar support platforms
• Interest or experience in creating scalable support processes, internal tooling, and/or enablement programs
• Comfortable working both on your own, as well as collaboratively across global teams
• You’ve led or managed technical support teams and helped individuals grow in their careers
• You are an adept communicator, creating clarity in complex situations, communicating with care, and building trust across roles and functions
• You’re energized by helping others succeed and are comfortable coaching on both technical and interpersonal skills
• You’re process-minded and proactive, with a focus on delivering high-quality support at scale
• You’re collaborative by nature, and you thrive when working with cross-functional partners to solve problems for customers
• You value equity and care deeply about fostering equity and inclusion in your daily work, and bring that lens to hiring, team dynamics, and decision-making
• You thrive moving fast, and enjoy working in a fast-paced, growing environment, while appreciating the balance of structure and flexibility
• You are motivated by shared success and creating alignment
• You’re Europe-based for local regional support

Responsibilities

• Lead and grow a high-performing, EMEA-based team of Technical Support Engineers through inclusive coaching, clear expectations, and meaningful growth opportunities
• Create a psychologically safe, equitable environment where team members can thrive, contribute, and lead
• Support our customers' success by ensuring timely, high-quality responses and stepping in directly for ticket assistance and complex escalations when needed, especially within region
• Define and track key support metrics to drive team performance, quality, and customer satisfaction
• Evolve support workflows and documentation systems to improve consistency, scale, and engineer effectiveness
• Work closely with Product, Engineering, and Customer Success to align support with broader company goals, as well as pairing with the Support Leadership team to set and achieve goals and innovations
• Drive long-term impact through contributions to AI tooling, onboarding programs, and internal enablement
• Forecast staffing needs and partner on hiring plans that ensure global coverage and team sustainability
• Build and expand scalable systems—like ticket reviews, pairing, and knowledge sharing—that promote consistency and continuous learning

Benefits

• Medical, dental, vision, and mental health
• Flexible work (remote-friendly)
• Competitive salaries