Fingerprint · 1 month ago
Team Lead, Customer Support - EMEA
United States
Full-time
Remote
Senior Level
5+ years expFingerprint empowers developers to stop online fraud at the source, focusing on innovative fraud detection solutions. They are seeking an experienced Support Engineer Team Lead to lead and mentor a global team, combining technical expertise with operational leadership to enhance customer support and experience.
Cyber SecurityFraud DetectionSoftware
No H1B
Responsibilities
Lead, coach, and develop a global team of Support Engineers across multiple time zones
Drive performance management, including 1:1s, development plans, skill assessments, and onboarding of new team members
Foster a culture of accountability, continuous learning, and customer-first thinking
Act as the senior technical escalation point for complex customer issues involving JavaScript integrations, browser behavior, API usage, fraud identification workflows, and SDK implementations
Review and troubleshoot customer implementations; provide code-level guidance and clear reproduction steps
Collaborate with Engineering on bug triage, issue prioritization, and root-cause investigation
Maintain up-to-date expertise in Fingerprint's APIs, SDKs, webhooks, and integration patterns
Ensure SLAs, response times, and resolution targets are consistently met or exceeded globally
Own queue management, workload distribution, and process improvements that increase support efficiency
Build and refine playbooks, workflows, and troubleshooting frameworks to scale the team
Identify trends and recurring issues; deliver insights to Product & Engineering to drive systemic fixes
Ensure every customer interaction reflects empathy, clarity, and accuracy
Escalate critical issues internally with comprehensive details and recommended next steps
Advocate for customer needs and work with cross-functional teams to improve product usability and documentation
Represent the Support organization in internal initiatives, cross-functional meetings, and customer touchpoints when needed
Qualification
Required
5-8 years of technical support, solutions engineering, or related experience in a SaaS, security, or developer-focused environment
2–4+ years of experience leading or managing global technical support teams, ideally across EMEA, APAC, and North America
Strong JavaScript expertise, including debugging, browser APIs, network behavior, and integration patterns. SQL and log analysis knowledge is highly preferable
Proven success handling complex escalations and guiding teams through root-cause analysis
Experience with REST APIs, webhooks, authentication approaches, and developer tooling
Excellent written and verbal communication skills with both technical and non-technical audiences
Strong operational mindset: metrics-driven, organized, and comfortable working in fast-scaling environments
Preferred
Experience in fraud prevention, security, identity, or device intelligence ecosystems
Hands-on experience with Fingerprint or similar browser/device identification technologies
Familiarity with tools such as Zendesk, Jira, Linear, or equivalent customer support platforms
Background contributing to documentation, runbooks, and technical enablement
Ability to work effectively in a remote-first, globally distributed organization
Company
Fingerprint
The highest accuracy device identity platform for high-scale applications
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$77MKey Investors
Craft VenturesNexus Venture Partners
2023-10-17Series C· $33M
2021-11-03Series B· $32M
2021-02-11Series A· $8M
Leadership Team
Dan Pinto
Co-Founder & CEO
Recent News
Business Wire
2025-12-09
Media Outreach
2025-11-27
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