Support Systems & Programs Lead | Europe Remote

The AI orchestration of your wildest imagination.

n8n is the open workflow orchestration platform built for the new era of AI. We give technical teams the freedom of code with the speed of no-code, so they can automate faster, smarter, and without limits. Backed by a fiercely inventive community and 500+ builder-approved integrations, we’re changing the way people bring systems together and scale ideas for impact.

Since our founding in 2019, we’ve grown into a diverse team of over 260 - working across Europe and the US, connected by a shared builder spirit and with our centre of gravity in Berlin. Along the way, we’ve:

• Cultivated a community of more than 650,000 active developers and builders
• Earned 190K+ GitHub stars, making us one of the world’s Top 40 most popular projects
• Backed by top investors, from Sequoia’s first German seed to our SAP's recent strategic investment - bringing us to a $5.2bn valuation

That’s the company we’ve built. Now we’d love to see what you can build. If you’re applying, try n8n out - whether you’re technical or not - and share a screenshot of your first workflow with us. The easiest place to start is here: app.n8n.cloud/register http://app.n8n.cloud/register.

We’re in a defining moment of an incredible journey. Come and build with us.

Your main goal will be to build and scale the systems, automations, and AI-powered processes that enable n8n's Support teams to deliver exceptional service at scale, while leading and developing the engineers who make it happen.

To achieve this, you'll take ownership of four key areas:

LEAD AND GROW THE SUPPORT SYSTEMS TEAM

• Lead, coach, and develop our Systems & Programs engineers, helping them grow their technical expertise and careers.
• Establish a clear team scope, planning processes, and delivery rhythm to ensure consistent execution against priorities.
• Support hiring and onboarding while staying close to technical decisions and hands-on problem-solving.

OWN THE SUPPORT TOOLING STRATEGY AND ROADMAP

• Own the Support tooling portfolio and build a prioritised roadmap that enables Reactive and Proactive Support to scale efficiently.
• Establish structured project intake, scoping, and prioritisation processes to focus engineering efforts on the highest-impact opportunities.
• Partner with Support leaders and stakeholders across Product, Engineering, Cloud, Security, Legal, Data, Customer Success, Sales, and Partnerships to align priorities and deliver improvements.

DRIVE AI-FIRST SUPPORT AND AUTOMATION

• Lead the expansion of Nate, our AI-powered Support solution, across Support tiers to increase the share of tickets handled through AI.
• Guide the development, maintenance, and adoption of reliable automations, AI agents, and integrations that reduce repetitive work and improve Support efficiency.
• Measure the impact of AI and automation through metrics such as time saved, AI-handled ticket share, and cost per AI ticket.

BUILD SCALABLE PROCESSES AND OPERATIONAL FOUNDATIONS

• Rebuild and optimise foundational Support processes, ensuring workflows are efficient, documented, and scalable.
• Establish strong governance for standard operating procedures (SOPs), tooling ownership, and automation reliability.
• Drive continuous improvement by tracking tooling adoption, SOP compliance, operational efficiency, and capacity freed up for Support teams.

REQUIREMENTS

MUST-HAVES

• Hands-on n8n expertise: You have practical experience building and maintaining complex workflows and automations using n8n.
• Strong technical foundations: You're comfortable working with APIs, HTTP, authentication, webhooks, and SaaS architecture.
• Support systems ownership: You've owned and improved technical Support systems, tooling, and automations in a B2B SaaS environment.
• Engineering leadership: You have at least 5 years experience leading or mentoring engineers, helping them develop their skills and deliver high-quality work.
• Roadmap and stakeholder management: You can translate business needs into clear technical priorities and align cross-functional stakeholders around a shared roadmap.
• AI and automation expertise: You have hands-on experience implementing AI agents or AI-assisted Support tooling to improve operational efficiency.

NICE-TO-HAVES

• Technical product background: You've worked as a developer, in DevOps, or on an automation-focused technical product.
• Support analytics: You're familiar with Support performance metrics and have experience using analytics or dashboarding tools such as Hex or Metabase.
• Open-source ecosystem: You have experience working in open-source or community-led SaaS environments.
• Remote-first experience: You've worked in distributed, remote-first teams, ideally within a European startup or scale-up.

Why join us?

At n8n, you'll have the opportunity to shape a growing Support Systems function and define how we scale …