Support Systems & Programs Lead | Europe Remote

• Cultivated a community of more than 650,000 active developers and builders

Your main goal will be to build and scale the systems, automations, and AI-powered processes that enable n8n's Support teams to deliver exceptional service at scale, while leading and developing the engineers who make it happen.

To achieve this, you'll take ownership of four key areas:

Lead and grow the Support Systems team

• Lead, coach, and develop our Systems & Programs engineers, helping them grow their technical expertise and careers.

• Establish a clear team scope, planning processes, and delivery rhythm to ensure consistent execution against priorities.

• Support hiring and onboarding while staying close to technical decisions and hands-on problem-solving.

Own the Support tooling strategy and roadmap

• Own the Support tooling portfolio and build a prioritised roadmap that enables Reactive and Proactive Support to scale efficiently.

• Establish structured project intake, scoping, and prioritisation processes to focus engineering efforts on the highest-impact opportunities.

• Partner with Support leaders and stakeholders across Product, Engineering, Cloud, Security, Legal, Data, Customer Success, Sales, and Partnerships to align priorities and deliver improvements.

Drive AI-first Support and automation

• Lead the expansion of Nate, our AI-powered Support solution, across Support tiers to increase the share of tickets handled through AI.

• Guide the development, maintenance, and adoption of reliable automations, AI agents, and integrations that reduce repetitive work and improve Support efficiency.

• Measure the impact of AI and automation through metrics such as time saved, AI-handled ticket share, and cost per AI ticket.

Build scalable processes and operational foundations

• Rebuild and optimise foundational Support processes, ensuring workflows are efficient, documented, and scalable.

• Establish strong governance for standard operating procedures (SOPs), tooling ownership, and automation reliability.

• Drive continuous improvement by tracking tooling adoption, SOP compliance, operational efficiency, and capacity freed up for Support teams.

REQUIREMENTS

Must-haves

• Hands-on n8n expertise: You have practical experience building and maintaining complex workflows and automations using n8n.

• Strong technical foundations: You're comfortable working with APIs, HTTP, authentication, webhooks, and SaaS architecture.

• Support systems ownership: You've owned and improved technical Support systems, tooling, and automations in a B2B SaaS environment.

• Engineering leadership: You have at least 5 years experience leading or mentoring engineers, helping them develop their skills and deliver high-quality work.

• Roadmap and stakeholder management: You can translate business needs into clear technical priorities and align cross-functional stakeholders around a shared roadmap.

• AI and automation expertise: You have hands-on experience implementing AI agents or AI-assisted Support tooling to improve operational efficiency.

Nice-to-haves

• Technical product background: You've worked as a developer, in DevOps, or on an automation-focused technical product.

• Support analytics: You're familiar with Support performance metrics and have experience using analytics or dashboarding tools such as Hex or Metabase.

• Open-source ecosystem: You have experience working in open-source or community-led SaaS environments.

• Remote-first experience: You've worked in distributed, remote-first teams, ideally within a European startup or scale-up.

Why join us?

At n8n, you'll have the opportunity to shape a growing Support Systems function and define how we scale customer support through AI, automation, and better tooling. You'll lead a team of talented engineers, own a high-impact technical roadmap, and work closely with teams across the company to turn ambitious ideas into real operational improvements.

You'll join one of Europe's fastest-growing startups, where your work will directly influence how we deliver exceptional customer experiences as we grow. With a remote-first culture that values autonomy, experimentation, and continuous learning, you'll have the freedom to build the foundations of an AI-first Support organisation.

Sound like a challenge you're excited to take on?

Apply now — and help us build the future of automation.

Our company language is English.

Benefits

• Competitive compensation 💸 – We offer fair and attractive pay.

  • Europe: 30 days of vacation, plus public holidays wherever you are.

• Health & wellness 🩺 –

  • Europe: We provide benefits according to local country norms.*

• Future planning 💰 –

  • Europe: We provide pension contributions according to local country norms.*

• Financial security 🛡️ –

  • Europe: We provide benefits according to local country norms.*