Support Engineer

Head of Support – Fully Remote (UK/Europe)

We’re looking for a Head of Support to lead and grow the support function at a fast-scaling SaaS company. This is a hands-on leadership role where you’ll combine your technical knowledge with people skills to deliver an outstanding customer experience.

What you’ll do:

• Take ownership of the support team, driving best practices and scalable processes.
• Lead on second-line support, ensuring complex issues are resolved quickly and effectively.
• Work closely with product and engineering teams to identify recurring issues and improve customer outcomes.
• Use your SQL knowledge to investigate and resolve customer data queries.
• Build a culture of customer-centricity and continuous improvement within the support function.

What we’re looking for:

• Proven experience in a SaaS environment, ideally leading customer or technical support teams.
• Strong second-line support background with solid problem-solving skills.
• Confidence with SQL to analyse and resolve customer issues.
• Leadership ability: able to mentor, motivate, and scale a small team into a high-performing function.
• A proactive communicator who thrives in a fully remote environment.