Team Lead, Customer Support - EMEA at Fingerprint

We are seeking an experienced Support Engineer Team Lead based in Europe to lead and mentor a global team of Support Engineers. This role combines hands-on technical work, especially with JavaScript, browser behavior, APIs, and debugging, with operational leadership for a round-the-clock distributed support team.

The ideal candidate has previously led a high-performing technical support team in a high growth SaaS environment, excels in cross-functional communication, and brings a proactive approach to improving customer experience, tooling, workflows, and team capability.

You will partner closely with Support, Customer Success, Engineering, and Product to resolve complex issues, accelerate root-cause analysis, and ensure customers receive fast, accurate, and empathetic support.

Key Responsibilities:

Leadership & People Management

• Lead, coach, and develop a global team of Support Engineers across multiple time zones.
• Drive performance management, including 1:1s, development plans, skill assessments, and onboarding of new team members.
• Foster a culture of accountability, continuous learning, and customer-first thinking.

Technical Expertise & Escalation Ownership

• Act as the senior technical escalation point for complex customer issues involving JavaScript integrations, browser behavior, API usage, fraud identification workflows, and SDK implementations.
• Review and troubleshoot customer implementations; provide code-level guidance and clear reproduction steps.
• Collaborate with Engineering on bug triage, issue prioritization, and root-cause investigation.
• Maintain up-to-date expertise in Fingerprint's APIs, SDKs, webhooks, and integration patterns.

Operational Excellence

• Ensure SLAs, response times, and resolution targets are consistently met or exceeded globally.
• Own queue management, workload distribution, and process improvements that increase support efficiency.
• Build and refine playbooks, workflows, and troubleshooting frameworks to scale the team.
• Identify trends and recurring issues; deliver insights to Product & Engineering to drive systemic fixes.

Customer Experience & Communication

• Ensure every customer interaction reflects empathy, clarity, and accuracy.
• Escalate critical issues internally with comprehensive details and recommended next steps.
• Advocate for customer needs and work with cross-functional teams to improve product usability and documentation.
• Represent the Support organization in internal initiatives, cross-functional meetings, and customer touchpoints when needed.

Required Qualifications:

• 5-8 years of technical support, solutions engineering, or related experience in a SaaS, security, or developer-focused environment.
• 2–4+ years of experience leading or managing global technical support teams, ideally across EMEA, APAC, and North America.
• Strong JavaScript expertise, including debugging, browser APIs, network behavior, and integration patterns. SQL and log analysis knowledge is highly preferable.
• Proven success handling complex escalations and guiding teams through root-cause analysis.
• Experience with REST APIs, webhooks, authentication approaches, and developer tooling.
• Excellent written and verbal communication skills with both technical and non-technical audiences.
• Strong operational mindset: metrics-driven, organized, and comfortable working in fast-scaling environments.

Preferred Qualifications:

• Experience in fraud prevention, security, identity, or device intelligence ecosystems.
• Hands-on experience with Fingerprint or similar browser/device identification technologies.
• Familiarity with tools such as Zendesk, Jira, Linear, or equivalent customer support platforms.
• Background contributing to documentation, runbooks, and technical enablement.
• Ability to work effectively in a remote-first, globally distributed organization.

Location Preference: Remote, EMEA, Preference for candidates located in the UK area as travel may be required to visit clients on site.

Compensation & Transparency

We benchmark our compensation against other fast-growing companies and set ranges by level, role, and location to ensure fairness and transparency. Final offers may vary based on experience, expertise, and location.