Support Systems & Programs Lead (Europe Remote)

About the role

n8n is an open workflow orchestration platform for automating tasks with code and no-code, founded in 2019 and based in Berlin with a team of over 260 people across Europe and the US. As Support Systems & Programs Lead, you will build and scale the systems, automations and AI-powered processes that let n8n's Support teams deliver excellent service at scale, while leading and developing the engineers behind them. The role is remote.

Key responsibilities

• Lead and grow the Support Systems team, coach and develop its engineers, and set team scope, planning and delivery rhythms.
• Support hiring and onboarding while staying close to technical decisions and hands-on problem solving.
• Own the Support tooling strategy and roadmap, including project intake, scoping and prioritisation.
• Partner with Support leaders and stakeholders across Product, Engineering, Cloud, Security, Legal, Data, Customer Success, Sales and Partnerships.
• Drive AI-first support: expand Nate, the AI-powered support solution, across support tiers and guide the development of automations, AI agents and integrations.
• Measure impact through metrics such as time saved, AI-handled ticket share and cost per AI ticket.
• Rebuild and optimise foundational support processes, establish SOP governance and drive continuous improvement.

Required profile

• At least 5 years of experience leading or mentoring engineers.
• Experience owning and improving technical support systems, tooling and automations in a B2B SaaS environment.
• Able to turn business needs into technical priorities and align cross-functional stakeholders around a roadmap.
• Nice to have: technical product background, support analytics experience (Hex or Metabase), open-source experience, and remote-first experience in a European startup.

Required skills

• Hands-on n8n expertise building and maintaining complex workflows and automations.
• Comfort with APIs, HTTP, authentication, webhooks and SaaS architecture.
• Hands-on experience implementing AI agents or AI-assisted support tooling.

What we offer

• Equity in the company.
• 30 vacation days in Europe, 20 in the US, plus public holidays.
• Health benefits, pension contributions (Europe) or 401(k) with employer match (US), and disability and life insurance (US).
• €1K per year for learning, plus $100 per month to support open-source projects.
• Regular hackathons and remote work across Europe, with off-sites.