Team Lead (Support Tools)

At Neon, we're on a mission to enhance the support experience by empowering our engineers and support teams with cutting-edge tools. As a Support Tools Team Lead, you'll play a key role in shaping the tools that help our teams resolve issues faster, improving both customer satisfaction and the internal workflow.

Are you passionate about building impactful tools that directly support teams and enhance the customer experience? If so, we'd love to hear from you!

Key Responsibilities

• Enhance Customer Support:

  • Develop tools that help support engineer access the right information quickly, reducing time to resolve customer issues.

  • Build intuitive data visualizations to track support metrics and trends.

  • Automate repetitive tasks to boost efficiency.

• Team Leadership:

  • Lead and mentor a small team of engineers focused on building internal tooling for the support organization.

  • Collaborate across teams (Engineering, Product, Support, etc.) to identify pain points and implement effective solutions.

  • Shape the technical roadmap for support tools, driving innovation and continuous improvement.

• Technical Development:

  • Design and build robust, user-friendly internal applications.

  • Develop dashboards and automation tools to streamline support workflows.

  • Implement systems for case management, customer data access, and issue tracking.

  • Integrate new tools with existing systems (LLM Agent, CRM, Data Warehouse, ticketing, knowledge base, etc.)

• Cross-Functional Collaboration:

  • Work closely with teams across Engineering, Product, and Support to understand their needs and translate them into technical solutions.

  • Keep stakeholders informed about progress, risks, and impacts through regular updates.

Qualifications

• 5+ years of experience in software engineering, with at least 1 year in a leadership role.

• Strong understanding of UX principles for operational tools.

• Excellent communication skills for collaborating with cross-functional teams.

• Experience building internal tools or enterprise applications.

• Familiarity with customer support workflows and challenges.

Technical Skills

• Full-stack development experience, with a strong focus on both front-end and back-end technologies.

• Proficiency in backend engineering (e.g., Golang, APIs, databases).

• Knowledge of data visualization and reporting tools.

• Experience with front-end frameworks like React is a plus.

What Success Looks Like in This Role:

• Increased support team productivity, with measurable improvements in resolution times and issue handling.

• Enhanced customer satisfaction through faster, more efficient issue resolution.

• Scalable support operations that can grow seamlessly as the company expands.

About Neon

Neon is building open-source cloud-native PostgreSQL. Our architecture separates storage from compute, allowing for stateless and serverless Postgres. We’re a well funded startup with deep knowledge of Postgres internals and decades of experience building databases. We are a systems company; we work on low-level code with strict performance and correctness requirements.

Neon was created by a team of Postgres hackers, and led by CEO Nikita Shamgunov (co-founder of SingleStore). Neon is built on open-source principles and is focused on giving back to the Postgres and developer communities.

Our Team

• We are a distributed team of 130+ people working from 25+ countries (concentrating around North America and Europe time zones)

• We are a team built on open sources cultural principles (transparency, contribution, accountability, proactivity)

• Team with decades of experience building databases and deep knowledge of Postgres internals. We are deeply technical

• We have experienced Postgres committers and hackers on the team (check Heikki, Anastasia, Matthias profiles)

• We believe in the efficacy of collaborative open source

• We aim for a diversity