LaunchDarkly
SaaS
TechnicalSupportEngineer-EMEA
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Technical Support Engineer - EMEA at LaunchDarkly. Skills: Customer Success, Client Retention. Manage a portfolio of customers. Build and maintain strong customer relationships”
What You'll Achieve.
Achieve high customer satisfaction scores; Maintain strong customer retention rates; Drive customer adoption of products; Increase customer lifetime value
Industry & Context.
Customer issue resolution
What They're Looking For.
Must Have
2+ years of experience in a customer-facing role, Experience with CRM software, Excellent communication skills
Nice to Have
Experience in the SaaS industry, Familiarity with technical support tools, Bachelor's degree in a related field
What You'll Do.
Manage a portfolio of customers
Build and maintain strong customer relationships
Ensure customer satisfaction and retention
Onboard new customers effectively
Provide proactive support and guidance
Identify and address customer needs
Drive adoption and value realization
Gather customer feedback for product improvement
Collaborate with sales and product teams
Act as a customer advocate internally
How You'll Work.
Team & Collaboration
Sales teams; Product teams
Communication Scope
Customer communication
Full Job Description
About the Job: As a Technical Support Engineer, you will report to the EMEA Technical Support Manager and resolve technically complex customer issues while working across departments to improve the customer experience. You will collaborate with other Technical Support Engineers to solve customer problems creatively while deepening your technical skills. You are committed to inclusion and motivated to work with a team that embraces diversity, and you value opportunities to grow. LaunchDarkly is a growing software company with a bold mission carried out by a diverse, global team, and we're looking for someone like you to help us continue to scale. We offer a strong compensation package including equity and benefits, remote-flexible working, and excellent salaries. We believe every software team can benefit from feature management, and we want your help making that vision a reality. If you're curious about improving the lives and work of software developers worldwide, this role will be a great fit. Responsibilities: Apply working knowledge of the LaunchDarkly platform including SDKs and integration patterns to resolve a variety of routine and moderate-complexity customer issues Resolve customer issues using established troubleshooting practices; escalate non-routine or ambiguous cases with a recommended course of action Analyze support case trends to identify recurring issues and recommend improvements to internal workflows or tooling Develop technical depth in platform and integrations to expand the range of issues you can resolve independently Typically requires a minimum of 2 years of experience in a customer-facing technical role Qualifications: Knowledgeable in programming concepts and fluent in at least one language (e.g., Node.js, PHP, Java) Passionate about learning and applying that knowledge to solving customer issues and advocating for customer success 2 or more years of related or equivalent professional experience, which may include experience gained throu
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