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) working across diverse customer challenges and technologies. You’re someone who values 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. You also value growth—both your own and your team’s. You’re committed to equity and inclusion and motivated to work with a team that embraces and celebrates diversity. We’re committed to helping you grow as a leader through mentorship, stretch opportunities, and ongoing development. 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 expandscalable 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 of structure and flexibility.
- You are motivated by shared success and creating alignment.
- You’re Europe-based for local regional support.
Qualifications:
If you're unsure if you meet 100% of these, we encourage you to apply. We value curiosity, adaptability, and a growth mindset. If this role excites you, we want to hear from you.
- Experience both managing technical support teams and working directly in customer-facing technical roles (ideally 3+ years)
- Familiarity with developer audiences and technical concepts; direct coding experience is a bonus, not a must
- 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, as well as collaboratively across global teams
- If you’re passionate about support leadership and growing talented and inclusive teams, we hope you’ll apply—even if you don’t check every box.
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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