Technical Support Manager, LaunchDarkly
EMEA
Feature management for software teams
Open for applications
Feature management for software teams
501-1000 employees
Open for applications
501-1000 employees
Company mission
To empower all teams to deliver and control their software.
Role
Who you are
- You don’t need to meet every qualification to be a strong candidate—we value curiosity, adaptability, and a growth mindset. If this role excites you, we want to hear from you
- You’ve led or managed technical support teams and helped individuals grow in their careers
- You are an adept communicator, creating clarity in complex situations, communicating with care, and building trust across roles and functions
- You’re energized by helping others succeed and are comfortable coaching on both technical and interpersonal skills
- You’re process-minded and proactive, with a focus on delivering high-quality support at scale
- You’re collaborative by nature, and you thrive when working with cross-functional partners to solve problems for customers
- You value equity and care deeply about fostering equity and inclusion in your daily work, and bring that lens to hiring, team dynamics, and decision-making
- You thrive moving fast, and enjoy working in a fast-paced, growing environment, while appreciating the balance of structure and flexibility
- You are motivated by shared success and creating alignment
- You’re Europe-based for local regional support
- Experience both managing technical support teams and working directly in customer-facing technical roles (ideally 3+ years)
- Familiarity with developer audiences and technical concepts; direct coding experience is a bonus, not a must
- Strong written and verbal communication skills, with the ability to simplify complex topics
- Experience using Zendesk or similar support platforms
- Interest or experience in creating scalable support processes, internal tooling, and/or enablement programs
- Comfortable working both on your own, as well as collaboratively across global teams
- If you’re passionate about support leadership and growing talented and inclusive teams, we hope you’ll apply—even if you don’t check every box
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) working across diverse customer challenges and technologies
- You’re someone who values 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 also value growth—both your own and your team’s
- You’re committed to equity and inclusion and motivated to work with a team that embraces and celebrates diversity
- We’re committed to helping you grow as a leader through mentorship, stretch opportunities, and ongoing development
- LaunchDarkly is a growing software company with a bold mission, carried out by a diverse team of employees
- We provide a great compensation package including equity and benefits (medical, dental, vision, and mental health), flexible work (remote-friendly), and competitive salaries
- We believe every software team can benefit from modern feature management practices—and we want your help making that vision a reality
- If you’re curious and excited about improving the lives and work of software developers around the world, this role will be a great fit
- Responsibilities:
- Team Leadership: Lead and grow a high-performing, EMEA-based team of Technical Support Engineers through inclusive coaching, clear expectations, and meaningful growth opportunities
- Culture Building: Create a psychologically safe, equitable environment where team members can thrive, contribute, and lead
- Customer Advocacy: Support our customers' success by ensuring timely, high-quality responses and stepping in directly for ticket assistance and complex escalations when needed, especially within region
- Operational Clarity: Define and track key support metrics to drive team performance, quality, and customer satisfaction
- Process Improvement: Evolve support workflows and documentation systems to improve consistency, scale, and engineer effectiveness
- Cross-Functional Collaboration: Work closely with Product, Engineering, and Customer Success to align support with broader company goals, as well as pairing with the Support Leadership team to set and achieve goals and innovations
- Strategic Initiatives: Drive long-term impact through contributions to AI tooling, onboarding programs, and internal enablement
- Capacity Planning: Forecast staffing needs and partner on hiring plans that ensure global coverage and team sustainability
- Enablement Systems: Build and expandscalable systems—like ticket reviews, pairing, and knowledge sharing—that promote consistency and continuous learning
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.
The platform is used by more than 1,500 customers, including the likes of IBM, Intuit and Atlassian. Signalling a change in strategy, the company shook up its management in 2023 and is now aiming to scale its already strong growth under the leadership of Dan Rogers, a product and marketing specialist with an impressive track record at Rubrik, AWS and Microsoft. It is now well poised to develop into 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
(Executive Chair)Worked as a Product Manager at Vignette, Monster Worldwide, and PlantSense. Previously Product Director at TripIt.
John Kodumal
(CTO)Prior to co-founding LaunchDarkly was Software Development Manager at Atlassian and Bytecode Anaylsis Architect for Coverity.
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