Technical Support Manager - EMEA

LaunchDarkly
Full_time

📍 Job Overview

  • Job Title: Technical Support Manager - EMEA
  • Company: LaunchDarkly
  • Location: Remote - EMEA
  • Job Type: Full-time
  • Category: Management, Customer Support, Technical
  • Date Posted: June 18, 2025
  • Experience Level: 2-5 years
  • Remote Status: Remote OK

🚀 Role Summary

As the Technical Support Manager - EMEA at LaunchDarkly, you'll lead with empathy, develop great people, and help scale an inclusive, world-class support organization. You'll manage a team of EMEA-based Technical Support Engineers (TSEs), working across diverse customer challenges and technologies. Your role will involve creating a psychologically safe, equitable environment where team members can thrive, contribute, and lead. You'll also support customers' success by ensuring timely, high-quality responses and stepping in directly for ticket assistance and complex escalations when needed, especially within your region.

💻 Primary 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.
  • Foster a culture of continuous learning and improvement, encouraging team members to develop their skills and advance their careers.

🌟 Customer Advocacy

  • Support customers' success by ensuring timely, high-quality responses and stepping in directly for ticket assistance and complex escalations when needed, especially within your region.
  • Collaborate with cross-functional teams to align support with broader company goals and drive strategic initiatives that improve customer experience.

🌟 Operational Clarity

  • Define and track key support metrics to drive team performance, quality, and customer satisfaction.
  • Continuously monitor and optimize support processes to ensure they remain efficient and effective.

🌟 Process Improvement

  • Evolve support workflows and documentation systems to improve consistency, scale, and engineer effectiveness.
  • Identify and implement process improvements that enhance the customer experience and drive team efficiency.

🌟 Cross-Functional Collaboration

  • Work closely with Product, Engineering, and Customer Success to align support with broader company goals and drive strategic initiatives that improve customer experience.
  • Collaborate 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.
  • Develop and execute on strategic plans that improve support processes, enhance customer experience, and drive team growth.

🌟 Capacity Planning

  • Forecast staffing needs and partner on hiring plans that ensure global coverage and team sustainability.
  • Monitor team workload and adjust resources as needed to maintain service level agreements and customer satisfaction.

🌟 Enablement Systems

  • Build and expand scalable systems—like ticket reviews, pairing, and knowledge sharing—that promote consistency and continuous learning.
  • Develop and implement training programs that enhance team skills and keep them up-to-date with the latest technologies and best practices.

🎓 Skills & Qualifications

🎓 Education

  • A bachelor's degree in Computer Science, Engineering, or a related field is preferred, but relevant experience may be considered in lieu of a degree.

🎓 Experience

  • Proven experience (3+ years) leading or managing technical support teams and working directly in customer-facing technical roles.
  • Familiarity with developer audiences and technical concepts; direct coding experience is a bonus, not a must.

🎓 Required Skills

  • Strong written and verbal communication skills, with the ability to simplify complex topics.
  • Experience using Zendesk or similar support platforms.
  • Interest or experience in creating scalable support processes, internal tooling, and/or enablement programs.
  • Comfortable working both on your own and collaboratively across global teams.
  • Motivated by shared success and creating alignment.

🎓 Preferred Skills

  • Familiarity with LaunchDarkly's platform and feature management concepts.
  • Experience working in a fast-paced, growing environment, while appreciating the balance of structure and flexibility.
  • Proficiency in multiple languages (written and spoken) is a plus.

📊 Web Portfolio & Project Requirements

As this role focuses on team leadership and management, a portfolio of your past support projects, process improvements, and team-building initiatives is more relevant than individual technical projects. Highlight your ability to drive team success, improve customer experience, and implement efficient support processes.

💵 Compensation & Benefits

💰 Salary Range

  • The salary range for this role is $120,000 - $160,000 USD per year, depending on experience and location. This range is inclusive of a base salary and equity compensation.

🎁 Benefits

  • Equity compensation
  • Comprehensive medical, dental, vision, and mental health coverage
  • Flexible work arrangements (remote-friendly)
  • Competitive salaries
  • A dynamic and supportive work environment

🎯 Team & Company Context

🏢 Company Culture

  • Industry: Software as a Service (SaaS), specifically feature management and application delivery.
  • Company Size: Medium (201-500 employees)
  • Founded: 2014
  • Team Structure:
    • The Support team at LaunchDarkly is global, with team members based in various time zones to provide 24/7 coverage.
    • The team is structured around regional managers, who lead teams of Technical Support Engineers.
  • Development Methodology:
    • LaunchDarkly uses Agile methodologies, with two-week sprints and regular retrospectives to drive continuous improvement.
    • The company emphasizes cross-functional collaboration and customer-centricity in all aspects of its work.

📈 Career & Growth Analysis

  • Web Technology Career Level: This role is a mid-level management position, focusing on team leadership, process improvement, and strategic initiative development.
  • Reporting Structure: The Technical Support Manager - EMEA reports directly to the Head of Support and manages a team of EMEA-based Technical Support Engineers.
  • Technical Impact: This role has a significant impact on the customer experience and the overall success of LaunchDarkly's support organization. The Technical Support Manager - EMEA is responsible for driving operational excellence, enhancing customer satisfaction, and scaling the support team to meet the company's growing needs.

🌐 Work Environment

  • Office Type: Remote-friendly, with a strong emphasis on work-life balance and flexible work arrangements.
  • Office Location(s): LaunchDarkly has offices in San Francisco, CA, and Denver, CO, but this role can be based anywhere in the EMEA region.
  • Workspace Context:
    • LaunchDarkly provides remote employees with a stipend to set up a comfortable and productive home office.
    • The company encourages regular team-building activities and virtual social events to foster a strong sense of community among its remote team members.

📄 Application & Technical Interview Process

  • Interview Process:
    1. Phone or video screen with the Hiring Manager to discuss the role, team, and company culture.
    2. Technical assessment, focusing on problem-solving, process improvement, and customer advocacy skills.
    3. On-site or virtual final interview with the Head of Support and other key stakeholders.
  • Portfolio Review Tips:
    • Highlight your experience leading and growing support teams, driving process improvements, and enhancing customer experience.
    • Include specific examples of how you've handled complex escalations, improved support processes, and developed team members.
  • Technical Challenge Preparation:
    • Brush up on your knowledge of LaunchDarkly's platform and feature management concepts.
    • Prepare for scenario-based questions that focus on problem-solving, process improvement, and customer advocacy.

🛠 Technology Stack & Web Infrastructure

  • Support Platform: Zendesk (or similar support platforms)
  • Communication Tools: Slack, Google Workspace (Gmail, Google Docs, Sheets, etc.)
  • Project Management: Asana (or similar project management tools)
  • Monitoring & Analytics: Datadog, New Relic, or similar monitoring and analytics tools

👥 Team Culture & Values

  • Web Development Values:
    • LaunchDarkly values empathy, customer-centricity, and continuous learning in its support team.
    • The company emphasizes cross-functional collaboration, clear communication, and a growth mindset.
  • Collaboration Style:
    • LaunchDarkly fosters a culture of open communication, active listening, and mutual respect.
    • The company encourages regular check-ins, one-on-ones, and team-building activities to maintain a strong sense of community among its team members.

⚡ Challenges & Growth Opportunities

  • Technical Challenges:
    • Managing a remote, global support team with diverse customer needs and time zones.
    • Balancing the need for consistent processes with the requirement to adapt to unique customer situations.
    • Driving continuous improvement in a fast-paced, growing environment.
  • Learning & Development Opportunities:
    • LaunchDarkly offers mentorship programs, training opportunities, and career growth paths for its support team members.
    • The company encourages team members to develop new skills and take on new challenges to drive their professional growth.

💡 Interview Preparation

  • Technical Questions:
    • Prepare for scenario-based questions that focus on problem-solving, process improvement, and customer advocacy.
    • Brush up on your knowledge of LaunchDarkly's platform and feature management concepts.
    • Familiarize yourself with the company's mission, values, and culture.
  • Company & Culture Questions:
    • Research LaunchDarkly's industry, competitors, and market position.
    • Prepare questions that demonstrate your understanding of the company's business model, target customers, and growth strategy.
    • Show enthusiasm for LaunchDarkly's mission and the opportunity to contribute to the company's success.

📌 Application Steps

To apply for this Technical Support Manager - EMEA role at LaunchDarkly:

  1. Submit your application through the application link provided.
  2. Tailor your resume and cover letter to highlight your experience in support team management, process improvement, and customer advocacy.
  3. Prepare a portfolio of your past support projects, process improvements, and team-building initiatives, focusing on your ability to drive team success, improve customer experience, and implement efficient support processes.
  4. Practice for the technical assessment and interview process, focusing on problem-solving, process improvement, and customer advocacy skills.
  5. Research LaunchDarkly's company culture, mission, and values to ensure a strong fit with the organization.

Application Requirements

Candidates should have experience managing technical support teams and possess strong communication skills. Familiarity with developer audiences and support platforms like Zendesk is preferred.