Manager, Technical Support

About the Job:

As our EMEA Technical Support Manager, you’ll lead with empathy, develop great people, and help scale an inclusive, world-class support organization. You’ll report to the Head of Support and manage a team of EMEA-based Technical Support Engineers (TSEs) solving diverse customer challenges in a fast-moving SaaS environment.

You value people as much as process. You bring clarity, remove obstacles, and create space for others to thrive. You recognize that technical excellence and belonging go hand in hand, and you're excited to grow a team where everyone has the opportunity to succeed, learn, and contribute.

In this role, you will also own regional outcomes. You’ll translate global support goals into execution across EMEA, guide operational improvements, and ensure our support experience aligns with customer needs and company priorities. You are comfortable balancing coaching and culture with performance, accountability, and scale.

LaunchDarkly is a growing software company with a bold mission, carried out by a diverse team of employees. We offer a strong compensation package including equity, comprehensive benefits, flexible remote work, and a culture grounded in inclusion and continuous learning.

Please note in order to be hired you must be permanently located within the UK or Ireland

Responsibilities:

• Regional ownership: Own support outcomes across EMEA, including performance against service levels, quality standards, and customer satisfaction. Translate global support objectives into clear regional execution plans and hold the team accountable for results.

• Operational leadership: Develop and manage initiatives that improve efficiency, consistency, and scalability. Identify patterns in tickets and workflows, and recommend process changes that strengthen both regional performance and broader support operations.

• Team management and development: Lead and develop a high-performing team of Technical Support Engineers. Set clear expectations, maintain a strong and consistent performance bar, and drive career growth, feedback, and succession planning across the region.

• Capacity and workforce planning: Forecast regional demand and determine resource allocation to meet coverage and service goals. Partner with Support Leadership on hiring plans and headcount trade-offs aligned to business growth and team sustainability.

• Escalation leadership: Serve as the regional escalation point for complex or high-impact customer issues. Partner with Customer Success, Engineering, and Product to drive timely resolution and clear communication, ensuring urgency is balanced with sustainable team practices.

• Technical credibility: Develop strong working knowledge of the LaunchDarkly platform and leverage prior experience with technical or developer-facing products to coach effectively, navigate complex discussions, and selectively engage in tickets when hands-on support is needed.

• Cross-functional partnership: Collaborate with regional and global stakeholders to align support with product changes, incident response, and strategic account needs. Ensure EMEA perspectives are represented while maintaining global consistency.

• Business alignment: Execute against organizational priorities and understand how operational decisions affect cost, capacity, retention, and customer trust. Balance customer advocacy with sustainable team practices.

• Enablement and systems: Drive adoption and improvement of tooling, documentation, onboarding, and AI-assisted workflows that increase team effectiveness and create durable operational scale.

Qualifications:

• You have deep experience in support, typically 12 or more years, including 3+ years of direct people management.

• You have experience leading technical support teams in a SaaS or developer-focused environment, with accountability for operational results.

• You are comfortable receiving high-level objectives and determining how to structure resources, priorities, and processes to achieve them.

• You balance customer advocacy with operational discipline and understand how support performance influences retention, expansion, and brand trust.

• You bring strong judgment and can evaluate complex situations involving multiple stakeholders and competing priorities.

• You communicate clearly and confidently with engineers, customer-facing leaders, and executives, tailoring your message to the audience.

• You have experience managing distributed teams and driving accountability across time zones.

• You are comfortable recommending policy or process changes grounded in data and observed patterns.

About LaunchDarkly:

Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. Slow, inefficient development cycles, costly outages, and fragmented customer experiences are preventing developers from building their best software. The LaunchDarkly platform helps developers innovate on new features faster while protecting them with a safety valve to instantly rewind when things go wrong. Developers can target product experiences to any customer segment and maximize the business impact of every feature. And by gradually rolling out new application components, they escape nightmare "big-bang" technology migrations.

The LaunchDarkly platform was built to guide engineers to the next frontier of DevOps by:

• Improving the velocity and stability of software releases, without the fear of end customer outages

• Delivering targeted experiences by easily personalizing features to customer cohorts

• Maximizing the business impact of every feature through the ability to experiment and optimize

• Coordinating the release and optimization of software to provide consistent experiences across mobile platforms and device types

• Improving the effectiveness and productivity of engineering teams, by providing insights into engineering cadence and stability

At LaunchDarkly, we believe in the power of teams. We're building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status.

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