Team Lead, Customer Support - EMEA

Fingerprint empowers developers to stop online fraud at the source.

We work on turning radical new ideas in the fraud detection space into reality. Our products are developer-focused and our clients range from solo developers to publicly traded companies. We are a globally dispersed, 100% remote company with a strong open-source focus. Our flagship open-source project is FingerprintJS (20K stars on Git Hub).

We have raised $77M and are backed by Craft Ventures (previously invested in Tesla, Facebook, Airbnb ), Nexus Venture Partners (previously invested in Postman, Apollo.io, MinIO, Druva) and Uncorrelated Ventures (previously invested in Redis, Rollbar & Gradle).

We are seeking an experienced Support Engineer Team Lead based in Europe to lead and mentor a global team of Support Engineers. This role combines hands‑on technical work, especially with JavaScript, browser behavior, APIs, and debugging, with operational leadership for a round‑the‑clock distributed support team.

The ideal candidate has previously led a high‑performing technical support team in a high growth SaaS environment, excels in cross‑functional communication, and brings a proactive approach to improving customer experience, tooling, workflows, and team capability.

You will partner closely with Support, Customer Success, Engineering, and Product to resolve complex issues, accelerate root‑cause analysis, and ensure customers receive fast, accurate, and empathetic support.

• Lead, coach, and develop a global team of Support Engineers across multiple time zones.
• Drive performance management, including 1:1s, development plans, skill assessments, and onboarding of new team members.
• Foster a culture of accountability, continuous learning, and customer‑first thinking.

• Act as the senior technical escalation point for complex customer issues involving JavaScript integrations, browser behavior, API usage, fraud identification workflows, and SDK implementations.
• Review and troubleshoot customer implementations; provide code‑level guidance and clear reproduction steps.
• Collaborate with Engineering on bug triage, issue prioritization, and root‑cause investigation.
• Maintain up‑to‑date expertise in Fingerprint's APIs, SDKs, webhooks, and integration patterns.

• Ensure SLAs, response times, and resolution targets are consistently met or exceeded globally.
• Own queue management, workload distribution, and process improvements that increase support efficiency.
• Build and refine playbooks, workflows, and troubleshooting frameworks to scale the team.
• Identify trends and recurring issues; deliver insights to Product & Engineering to drive systemic fixes.

• Ensure every customer interaction reflects empathy, clarity, and accuracy.
• Escalate critical issues internally with comprehensive details and recommended next steps.
• Advocate for customer needs and work with cross‑functional teams to improve product usability and documentation.
• Represent the Support organization in internal initiatives, cross‑functional meetings, and customer touchpoints when needed.

• 5-8 years of technical support, solutions engineering, or related experience in a SaaS, security, or developer‑focused environment.
• 2-4+ years of experience leading or managing global technical support teams, ideally across EMEA, APAC, and North America.
• Strong JavaScript expertise, including debugging, browser APIs, network behavior, and integration patterns.
• SQL and log analysis knowledge is highly preferable.
• Proven success handling complex escalations and guiding teams through root‑cause analysis.
• Experience with REST APIs, webhooks,…