Manager of Technical Support, LaunchDarkly
+ Equity
More information about location
Feature management for software teams
Job no longer available
Feature management for software teams
501-1000 employees
Job no longer available
+ Equity
More information about location
501-1000 employees
Company mission
To empower all teams to deliver and control their software.
Role
Who you are
- 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
- You are comfortable balancing coaching and culture with performance, accountability, and scale
- 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 achieve them
- You balance customer advocacy with operational discipline and understand how support performance influences retention, expansion, and brand trust
- You bring strong judgment and can evaluate complex situations involving multiple stakeholders and competing priorities
- You communicate clearly and confidently with engineers, customer-facing leaders, and executives, tailoring your message to the audience
- You have experience managing distributed teams and driving accountability across time zones
- You are comfortable recommending policy or process changes grounded in data and observed patterns
What the job involves
- 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
- 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
- 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
Salary benchmarks
Our take
Feature flags are a powerful software development tool, allowing teams to modify system behavior without changing code, therefore minimizing risk. If a business has a new feature they want to test, they can then roll it out to a small set of users before letting it go live. These companies can, for example, get quick feedback on the new feature and fix any bugs, or roll back any changes.
LaunchDarkly allows companies to run tests like this by activating the new code for only a small set of users prior to launch. Typically running these tests requires lots of developer time - a daunting and expensive prospect for most rapidly growing businesses - and can risk disruption to the user experience if testing takes place on the live product.
Demonstrating its value to businesses, the platform is used by the likes of IBM, Intuit and Atlassian. Recently it has seemed to focus on further scaling its growth as it develops towards being a leading business in the feature management space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Aug 2021
$200m
SERIES D
Jan 2020
$54m
LATE VC
Total funding: $330.3m
Company benefits
- Full Vision
- Full Dental
- Full Medical
- Flexible Schedule
- Healthy Lunches & Snacks
- Conference & Meetup Access
- Education Stipend
- Personalized Work Station
- Close to Public Transportation
- Bike Parking
- Team Activities
- Unlimited paid time off policy
- Work from home opportunities
- Health insurance
Company HQ
Lakeside, Oakland, CA
Leadership
Edith Harbaugh
(Co-founder, Executive Chair & CEO)Worked as a Product Manager at Vignette, Monster Worldwide, and PlantSense. Previously Product Director at TripIt.
John Kodumal
(Co-founder & CTO)Prior to co-founding LaunchDarkly was Software Development Manager at Atlassian and Bytecode Anaylsis Architect for Coverity.
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