EMEA Technical Support Manager

Position Overview

As our EMEA Technical Support Manager, you will lead with empathy, develop great people, and help scale an inclusive, world-class support organization. You will report to the Head of Support and manage a team of EMEA-based Technical Support Engineers (TSEs) working across diverse customer challenges and technologies. You are someone who values people as much as process, bringing clarity, removing obstacles, and creating space for others to thrive. You recognize that technical excellence and belonging go hand in hand and are excited to grow a team where everyone has the opportunity to succeed, learn, and contribute. You also value growth—both your own and your team’s. You are committed to equity and inclusion and motivated to work with a team that embraces and celebrates diversity. We are committed to helping you grow as a leader through mentorship, stretch opportunities, and ongoing development.

About LaunchDarkly

LaunchDarkly is a growing software company with a bold mission, carried out by a diverse team of employees. We provide a great compensation package including equity and benefits (medical, dental, vision, and mental health), flexible work (remote-friendly), and competitive salaries. We believe every software team can benefit from modern feature management practices—and we want your help making that vision a reality. If you’re curious and excited about improving the lives and work of software developers around the world, this role will be a great fit.

Responsibilities

• Team Leadership: Lead and grow a high-performing, EMEA-based team of Technical Support Engineers through inclusive coaching, clear expectations, and meaningful growth opportunities.
• Culture Building: Create a psychologically safe, equitable environment where team members can thrive, contribute, and lead.
• Customer Advocacy: 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.
• Operational Clarity: Define and track key support metrics to drive team performance, quality, and customer satisfaction.
• Process Improvement: Evolve support workflows and documentation systems to improve consistency, scale, and engineer effectiveness.
• Cross-Functional Collaboration: 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.
• Strategic Initiatives: Drive long-term impact through contributions to AI tooling, onboarding programs, and internal enablement.
• Capacity Planning: Forecast staffing needs and partner on hiring plans that ensure global coverage and team sustainability.
• Enablement Systems: Build and expand scalable systems—like ticket reviews, pairing, and knowledge sharing—that promote consistency and continuous learning.

About You

You don’t need to meet every qualification to be a strong candidate—we value curiosity, adaptability, and a growth mindset. If this role excites you, we want to hear from you.

• 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.

Salary

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Location Type

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Employment Type

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