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 ach ... (truncated, view full listing at source)