Support Delivery Lead, EMEA

About the Team

The User Operations group supports customers as they adopt AI and works to make every product interaction feel seamless and high quality. This team is helping shape the first support organization built for the post-AGI era. Its work includes resolving complex problems, offering technical direction, and helping customers extract maximum value from the products they deploy. The team works in close partnership with Sales, Technical Success, Product, Engineering, and other functions to deliver support at scale to organizations ranging from early-stage startups to large global enterprises.

About the Role

This leadership role is focused on creating and growing the Support Engineering function. The team will work directly with major enterprise accounts, product and engineering partners, and field teams to address highly complex technical challenges for customers. You will lead a top-tier troubleshooting group that serves as a key technical resource for both customers and internal engineering teams. The role also involves building shared knowledge, improving internal operations, and contributing to broader organizational and process changes.

The team will support highly complex situations and operate globally with 24/7 coverage. This is a chance to shape a new function from the ground up, with your leadership influencing how the organization develops over time. The role is based in Dublin and follows a hybrid schedule of 3 days per week in the office. Relocation support is available for new hires.

Key Responsibilities

• Recruit, develop, and direct a team of highly skilled technical support and troubleshooting specialists who act as the final escalation point before core engineering involvement.
• Work with engineering and customer-facing teams to strengthen the systems and processes used to resolve critical escalations, while coordinating internal experts and customer stakeholders when needed.
• Convert insights from customer incidents into scalable improvements by refining internal workflows, partnering with engineering, go-to-market, and vendors, influencing product direction, and raising overall support quality.
• Oversee team growth and operations to maintain global 24/7 coverage, including weekends and holidays when business needs require it.
• Develop trusted relationships with strategic customers and help ensure their applications succeed.
• Support issues and needs beyond the team’s core scope whenever necessary.
• Contribute to the wider Support leadership group and help shape improvements across the organization, not just within the team.

Qualifications

• At least 7 years of experience managing technical support engineering or software engineering teams, preferably in fast-moving or large-scale environments.
• At least 12 years of overall experience in technical support engineering or software engineering.
• Prior success leading highly capable engineering teams, with the ability to empower senior individual contributors while providing clear technical and operational direction.
• Strong hands-on experience in application development or infrastructure, combined with a solid understanding of operational systems and customer reliability.
• Demonstrated ability to collaborate across functions and influence engineering and product priorities using insights from support operations.
• An automation-first mindset, with a history of introducing tools or processes that improve support scale through AI and systems thinking.
• Comfort working in uncertain environments while balancing strategic leadership with the ability to dive into technical details when required.
• Strong motivation for customer outcomes and the ability to build trust with strategic accounts during critical incidents or periods of change.
• A collaborative, mission-focused approach grounded in integrity and humility.

Additional Information

This position is located in Dublin, County Dublin, Ireland and is a full-time onsite role with a hybrid arrangement of 3 days in the office each week.

The organization operates global support coverage, including 24x7 availability, weekends, and holidays depending on business requirements.

Relocation assistance is offered to new employees.

The employer is an equal opportunity organization and does not discriminate on protected characteristics. Background checks may be conducted in line with applicable law. Reasonable accommodations are available for applicants with disabilities.

Applicants should note that the company has a formal process for reporting job posting compliance concerns. A global applicant privacy policy applies.

The company’s mission is to ensure artificial intelligence benefits everyone and is developed and deployed responsibly.