Technical Support Lead

Ledgy

At Ledgy, we’re on a mission to make Europe a powerhouse of entrepreneurship by building a modern, tech-driven equity management and financial reporting platform for private and public companies. In 2026, we aim to be the leading provider for European IPOs and reporting for share-based payments. We are a value-based company with a core focus on being humble, transparent, ambitious and impactful, all in order to delivery the best experience for our customers and end users. We are proud to partner with some of the world’s leading investors. New Enterprise Associates led our $22m Series B round in 2022, with Philip Chopin joining Sequoia’s Luciana Lixandru on our board. We were founded in Switzerland in 2017 and today we operate globally from offices in Zurich and London. We encourage diversity and are an international team coming from 26 different countries and speaking 25 different languages.   About the role This role sits at the intersection of our customers, our product, and our engineering team. You're the person customers and internal teams turn to when issues get complex and will own investigations end-to-end and drive them through to resolution. You'll develop deep product expertise, reproduce bugs with precision, and serve as the technical bridge between our customers and product team. We work with AI-powered tools and workflows across our support function, and you'll play an active role in keeping them running well. What you'll be doing Months 1–2: Ramp up and begin to take ownership * Get up to speed on equity management concepts, Ledgy's product, and our internal tooling with guidance from our Support Lead * Shadow CSMs on customer calls to gain context on customer needs, pain points, and use cases * Shadow support specialists on escalated cases and engineering handoffs to understand how we triage and investigate issues end-to-end * Familiarise yourself with our AI support infrastructure and knowledge base, learning how each component is maintained * Begin handling support cases independently, focusing on issue reproduction and structured documentation of customer-reported bugs Months 3–6: Build technical depth and develop best practices in customer contact * Take full ownership of support cases across multiple channels, from initial triage through to resolution or engineering handoff * Reproduce and document customer-reported issues with precision, producing bug reports engineers can act on * Support the Customer Success team with product queries, learning best practices in customer engagement * Help maintain and improve our AI support workflows, ensuring automations are running effectively and flagging issues when they arise * Manage and improve our knowledge base, creating support articles and documentation * Support integration troubleshooting across our key connectors, gaining hands-on configuration and debugging experience Months 6–12: Expand your impact * Become the go-to product expert, acting as the technical bridge between customer-facing teams and engineering * Actively maintain and contribute to our AI support workflows * Identify patterns across support data and translate them into product feedback and process improvements * Take ownership of special projects that help scale our support function as Ledgy grows * Deepen your ability to diagnose and scope complex product issues, leveraging the tools available to investigate root causes What we're looking for * 2–4 years of experience in technical support or customer success in a B2B or B2C SaaS environment * Strong attention to detail and a methodical approach to issue diagnosis. You understand how product functionality connects and can work backwards through the logic to identify root causes * Comfortable reproducing and documenting technical issues with precision, including experience writing bug reports for engineers and surfacing patterns across support data that inform product and engineering decisions * Comfortable working across APIs, integrations, and SaaS infrastructure with a solid technical understanding of how these systems connect * Excellent written and verbal communication with experience translating complex technical issues for non-technical stakeholders * Experience with Intercom or a similar customer support platform * Experience with workflow automation or AI agent tooling (e.g. n8n, Cursor, Claude, or similar) * A fast learner who ramps up quickly * Hybrid work model (minimum 2 days in the office per week) Nice to have * Familiarity with employee share plans, cap tables, accounting, or financial instruments * Experience in Fintech, HR tech, or a similarly adjacent SaaS environment * Exposure to engineering workflows and tools such as Linear or similar issue tracking platforms Being part of Ledgy means * Recharge and re-energize with flexible working hours, 25 days of vacation, and up to 40 days of remote work from outside your home country * We make space for your own professional development, with a generous yearly learning & development budget * This role will receive a competitive salary + benefits + equity, including a quarterly performance bonus of up to 20% salary * Join a team that has a track record of promoting internally and rewarding top talent

Snowflake

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done. The RVP, Priority Support Engineering - EMEA reports into the Head of Global Support and owns paid support offerings end-to-end for their designated Region. Operating in an environment of both direct reports and matrixed relationships, the ideal candidate has a proven track record of either leading premium support / designated technical advisory organizations OR selling and positioning technical solutions to enterprise customers in a senior field role, with revenue accountability either way. This role brings together a mix of responsibilities with multiple areas of critical focus. The RVP maintains relationships at all levels with Customers, Sales Leadership, Solutions Engineering, Delivery Teams, Operations Teams, and Key Partners. They are expected to sustain KPIs across multiple disciplines including Revenue, Attach, Consumption, Retention, and Staffing. Snowflake's paid support offerings are designed to deliver value customers feel, through both quality reactive interactions and proactive, advisory-led engagement, measured on the outcomes that matter to their business. The RVP leads the regional Designated Support Engineer (DSE) team, the post-sales production support force that delivers Priority Support today and will scale as our paid support portfolio expands. Reactive support sits with separate leadership; the DSE team collaborates closely with that org on escalations and reactive delivery health for paid customers, but is purpose-built for the proactive, paid program experience and the sales motion that drives it. This role is key to making that proactive shift real for paying customers, turning premium support from a faster ticket queue into a measurable lever on workload health, consumption growth, and long-term value. This is an AI-native role. The RVP leads both the DSE team and customer engagements through AI-augmented ways of working, using AI to anticipate workload risk, scale proactive advisory, and surface insights at a depth and speed that was not possible before. We are actively building the AI-augmented engagement model the team runs on; the RVP is expected to continue to build and evolve the playbook as the technology and the tooling mature. Both the leader and the team operate AI-natively in how they engage customers, manage workloads, and deliver value. RESPONSIBILITIES Serving Customers * Build deep technical and executive relationships with strategic customers in the region to ensure paid support programs are positioned to serve current and future workloads on Snowflake. * Accountable for Customer Satisfaction, retention, and successful post-sales delivery of paid support engagements against committed scope, SLAs, and outcomes. * Lead the DSE team's contribution to the proactive, advisory-led support model: architectural reviews, proactive risk assessments, and identification of root-cause patterns on recurring issues. * Collaborate closely with reactive support leadership to ensure reactive delivery health is strong for accounts under paid support coverage, including joint visibility into case load, response-time performance, and incident trends, with shared accountability when paid customers need both arms of support working in concert. * Partner with Snowflake field teams on post-go-live consumption health, proactively identifying workloads at risk of stalled adoption, blockers limiting consumption growth, and architectural opportunities to expand value, mobilizing the DSE team on the path to resolution. * Own executive sponsorship and the customer narrative for at-risk paid support accounts; coordinate with reactive support leadership on escalation paths when their resources are required. Owning the Sales Cycle for Paid Support Programs * Own the regional sales cycle for paid support programs by partnering with Snowflake Regional Sales VPs and Solutions Engineering Directors to position the right paid support program with each customer based on their workload profile, criticality, and growth trajectory. * Lead the Go-to-Market motion for paid support in the assigned region, including attach to net-new deals, expansion within the existing customer base, and conversion at renewal. * Engage directly with customers and Sales counterparts to articulate the value of paid support, scope the right program fit, and influence the support component of the commercial proposal. (Production delivery sits with the DSE team post-sale; this engagement is positioning, not pre-sales technical discovery.) * Define and operationalize the Solutions Engineering/FDE/Engineering Solutions/Service Delivery-to-DSE handoff: a documented model for transferring technical and account context from pre-sales and custom engagements into post-sales production support without a dropped baton. * Communicate pipeline activity to Global Support leadership and to regional Sales leaders frequently; leverage executives appropriately and strategically to gain alignment and overcome customer objections. * Accountable for regional revenue targets for paid support programs. Practice Readiness * Build, hire, and lead the regional Priority Support team, including Designated Support Engineers, front-line managers, and any specialist roles needed to scale post-sales production support. * Recruit and develop talent who can grow with the function; coach front-line managers in advisory engagement, executive presence, and commercial fluency. * Communicate pipeline activity and forward demand to Resource Management and Delivery to ensure visibility into upcoming DSE coverage needs. * Establish operating cadence: weekly forecast, monthly business review, quarterly customer outcome review with regional Sales VPs. * Proactively contribute to the development of paid support program policies, procedures, pricing input, and packaging signal back to Global Support leadership and Revenue Operations. * Monitor team performance; provide coaching, counseling, and motivation to maximize delivery quality and commercial outcomes. * Lead the DSE team as an AI-native function: set the standard for AI-augmented engagement delivery, predictive workload analysis, and AI-driven customer insights at scale. Build a team that uses AI fluently in everyday delivery, not as a side project. Technical Expertise * Demonstrate detailed Snowflake product knowledge: vision, platform architecture, and the technical use cases customers run on Snowflake at scale. * Understand the technical complexities of the modern data and AI cloud, the competitive environment, and confidently address customer concerns about adoption, migration, performance, and cost. * Provide strong consultative skills and a clear understanding of paid support engagement models: what each program delivers post-sale, where the value lands for customers, and how to position the right fit. REQUIREMENTS On Day One We Will Expect You To Have: * Sales-minded leader with 10+ years in enterprise customer-facing roles, with a track record of either (a) leading a paid support, premium services, designated technical advisory, or signature success-style organization, OR (b) selling and positioning technical solutions to enterprise customers in a senior field role at a cloud, data, or SaaS company (e.g., Sales Engineering, Sales Architect, Specialist Sales, Customer Engineering). Either path qualifies. * Proven track record carrying or owning a revenue target tied to attach, expansion, or renewal in a customer-facing function (e.g., Sales Engineering, Professional Services, Premium Support). You can read a forecast and run a deal review. * 5+ years of leadership experience managing a multi-layered organization in a high-growth SaaS or cloud environment; demonstrated ability to coach front-line managers. * Knowledge of the data warehousing, data management, analytics, AI, and/or cloud computing space. * Experience selling and positioning technical solutions to enterprise customers and managing to commercial targets while working closely with cross-functional teams: sales, pre-sales, legal, marketing, finance, and product. * Comfort operating inside transformation: you have moved a team from one operating model to another (e.g., reactive to proactive, cost center to revenue contributor) and can talk specifically about what worked and what did not, OR you have been part of a transformation as a senior individual contributor and can articulate how you would lead one. * Executive-level communication and customer-facing presence; confident presenting both technical solutions and business impact to C-level customer audiences. * Comfortable with Salesforce or other leading CRM tools. * Demonstrated experience leading teams or running customer engagements using AI-native or AI-augmented approaches; comfort championing AI-driven delivery in a customer-facing function, articulating to customers how AI augments human advisory rather than replaces it, and evolving the operating model as new capabilities emerge (you are joining an active build, not inheriting a finished playbook). Strongly Preferred * Direct experience launching or scaling a designated engineer, solutions architect team, TAM, or premium support program at a cloud data platform, hyperscaler, or enterprise SaaS company (e.g., Databricks, AWS, Google,Microsoft, Salesforce, ServiceNow, Red Hat, MongoDB, Oracle). * Internal Snowflake field experience (Solutions Engineering, Solutions Architect ) with deep relationships into regional Sales VPs and a track record of customer wins on technical solutions. * Strong program, project, and process management skills. KEY PERFORMANCE INDICATORS * Regional revenue targets for paid support programs, including attach to net-new license deals, expansion within the customer base, and conversion at renewal * Snowflake consumption health and growth on accounts under paid support coverage * Customer outcome metrics: NPS lift on paid support cohort; reduction in customer generated cases on accounts under DSE coverage; improvement in time-to-value on key workloads * Proactive engagement coverage: cadence and quality of architectural reviews, health assessments, and risk reviews delivered to paid accounts * Hire-to-headcount targets within given timeframes; manager bench depth * Engagement delivery quality and effective management of regional team objectives Every Snowflake employee is expected to follow the company’s confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company’s data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential. Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake. How do you want to make your impact? For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com

Foundry

Job Summary  The Technical Support Specialist is a hands-on member of a small, collaborative IT team, responsible for delivering high-quality end-user computing support across the EMEA region. This mid-level role is primarily desktop-focused, covering hardware, software, and endpoint management for users across multiple countries and time zones. The ideal candidate brings 3-6 years of progressive desktop support experience, is comfortable working autonomously across a distributed region, and takes pride in delivering a consistently excellent user experience.  Key Responsibilities  Desktop Support & Troubleshooting  * Provide hands-on and remote desktop support to end users across EMEA, covering hardware, software, peripherals, and connectivity issues.  * Diagnose and resolve problems with laptops, desktops, docking stations, printers, and AV/conferencing equipment.  * Perform root cause analysis on recurring issues and implement lasting fixes or documented workarounds.  * Coordinate with vendors and third-party teams for hardware replacements, warranty claims, and software licensing.  Endpoint & Desktop Administration  * Manage the full lifecycle of end-user devices imaging, deployment, configuration, refresh, and decommission across EMEA sites.  * Administer user accounts, permissions, and policies across Azure AD / Entra ID, and Microsoft 365.  * Deploy, patch, and maintain endpoint security using MDM/UEM tools (Intune, JAMF).  * Troubleshoot local and remote connectivity issues, including VPN, Wi-Fi, and office network access.  * Support the rollout of new hardware, OS upgrades, and standard software packages across the region.  Collaboration & Cross-Team Engagement  * Work closely with global IT, Infrastructure, Security, and HR teams on incidents, projects, and regional initiatives.  * Participate in incident reviews and contribute corrective action plans to prevent recurrence.  * Act as the regional IT point of contact for EMEA offices, building strong relationships with local stakeholders and office managers.  * Support onboarding and offboarding workflows across EMEA, including device provisioning, account setup, and access management.  Documentation & Knowledge Management  * Maintain detailed incident records, troubleshooting steps, and resolutions in the ITSM platform.  * Author and review knowledge base articles, runbooks, and SOPs to enable self-service and faster resolution across the team.  * Identify patterns in support demand and recommend system, process, or training improvements.  Team Contribution & Continuous Improvement  * Share knowledge openly within the team through documentation, informal coaching, and collaborative problem-solving.  * Lead or contribute to team training sessions, knowledge-transfer workshops, and technology walkthroughs.  * Ensure adherence to IT policies, security standards, and data protection requirements.  Required Skills & Qualifications  Experience  * 3–6 years in a desktop support, end-user computing, or field IT support role with increasing responsibility.  * Experience supporting users across multiple sites or countries, ideally within the EMEA region.  Technical Skills  * End-User Hardware: Laptops, desktops, docking stations, printers, mobile devices, and AV/conferencing equipment.  * Operating Systems: Advanced proficiency with Windows 10/11 and macOS. Linux is a plus.  * Microsoft 365: Outlook, Teams, SharePoint, OneDrive confident supporting and troubleshooting the full suite.  * Identity & Access: Active Directory, Azure AD / Entra ID, Group Policy, and SSO integrations.  * Endpoint Management: Intune, JAMF, for device enrolment, compliance, and patch management.  * Networking Basics: VPN, Wi-Fi, DNS, DHCP enough to isolate and resolve common connectivity issues.  * ITSM Tools: Solid understanding of ITSM processes (incident, request, change management) is essential; we use Jira Service Management and will support the right candidate in getting up to speed with the platform.  * Languages: English required; additional EMEA language(s) a strong advantage.  Soft Skills  * Clear verbal and written communication in English, able to support users of varying technical backgrounds across different cultures.  * Strong diagnostic and problem-solving skills with a calm, user-first attitude.  * Comfortable managing multiple requests across different time zones and office locations.  * Self-directed and reliable, able to operate with autonomy as the regional IT presence.  Education  * Bachelor's degree in Information Technology, Computer Science, or a related field or equivalent professional experience.   Preferred Skills & Certification  * Certifications: CompTIA A+, Network+; Microsoft MD-102 (Endpoint Administrator); ITIL Foundation v4.  * Cloud & M365: Familiarity with Microsoft Azure, Intune, and Microsoft 365 administration.  * Cybersecurity: MFA, endpoint security, phishing awareness, and device compliance enforcement.  * Automation: Basic PowerShell scripting for user provisioning, reporting, or device management tasks.  * Languages: Additional European languages.