Technical Customer Support Lead
Elliptic helps businesses detect and prevent financial crime in crypto through blockchain analytics and compliance solutions.
Funding history
Investors
About Elliptic
Elliptic provides blockchain analytics tools for financial institutions, crypto businesses, and regulators to manage risk and investigate crime. Their platform enables real-time wallet screening, transaction monitoring, and cross-chain investigations to ensure regulatory compliance and prevent financial crime.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead the technical customer support function, overseeing daily queue health, SLAs, and follow-the-sun coverage. You will manage major and executive-level escalations, coordinate customer communications, and partner with Engineering on support-impacting product decisions. You will establish AI automation, career frameworks, SOPs, and a durable knowledge base; hire, mentor, and coach team members; and provide senior technical guidance on complex API escalations.
Requirements
- Have 5+ years of experience in technical support, technical account management, or engineering.
- Have 2+ years of direct people-management experience.
- Have experience building or scaling a support function, ideally in a regulated or high-stakes environment.
- Have experience mentoring and coaching team members.
- Be comfortable reviewing PRDs and providing actionable product feedback.
- Have experience with APIs, Datadog, Kibana, SQL, and workflow automation tooling.
- Have experience with AI/ML or enterprise B2B SaaS and automation projects from pilot to production.
- Understand prompt design, structured outputs, and LLM evaluation.
- Be familiar with observability tooling, automation frameworks, and CI/CD pipelines.
- Have an interest in crypto, blockchain, and compliance.
Responsibilities
- Run daily technical customer support operations, including queue health, SLAs, and follow-the-sun coverage.
- Own executive-level and major-incident escalations and manage customer communication.
- Review support-impacting product requirements and flag risky deployments before release.
- Own the AI automation roadmap, career frameworks, and team SOPs.
- Hire, mentor, coach, and develop team members.
- Maintain the knowledge base as a durable team asset.
- Turn recurring incidents into AI-enabled self-service and measure adoption.
- Advocate for customer needs in product roadmap discussions.
- Provide senior technical guidance on complex API escalations.
Benefits
- Hybrid working
- Option to work from almost anywhere for up to 90 days per year
- £500 remote working budget
- $1,000 learning and development budget
- 25 days of annual leave plus bank holidays
- Additional birthday leave day
- 16 weeks of fully paid parental leave for eligible employees
- Private health insurance
- Mental health support
- Life assurance covering four times salary
- Cycle to Work Scheme
