Technical Support Lead

We’re hiring a Technical Support Lead to design, scale and elevate Polar’s support function to provide exceptional support to developers worldwide.

You will play a key role in shaping how support operates at Polar - defining what great developer and founder support looks like and building the systems, workflows and guardrails that make it repeatable and scalable.

You enjoy working hands-on with developers to resolve support requests and ensure customers succeed with Polar. At the same time, you naturally identify patterns across tickets and translate those insights into better operational systems, processes and tooling that continuously improve how we serve our customers.

You will lead Polar’s support function from day one, managing the existing support team while building the systems and standards that allow it to scale. Over time, you will continue growing the team (full-time and part-time) to deliver high-quality support across time zones with clear processes, consistent quality and measurable goals.

This role is ideal for someone who enjoys problem-solving, working directly with customers to ensure their success, and building the operational foundations that allow a support function to scale alongside a fast-growing developer platform.

You’ll work with the team to:

• Lead Support Hands-On: Engage directly with developers by responding to support tickets across integrations, billing, payouts and product issues. Maintain a strong feedback loop with engineering and product teams to ensure customer insights translate into product improvements.

• Scale Our Support Operations: Design and implement workflows, support SLAs, prioritization frameworks, escalation paths and operational processes across engineering, compliance and risk. Build systems that allow support to operate predictably and efficiently as Polar grows.

• Support Tooling & Automation: Own and evolve the support tooling stack, identifying opportunities for automation and improved workflows that reduce operational load while improving response quality and consistency.

• Account Reviews: Establish structured and risk-aware processes for reviewing merchant accounts against acceptable use policies, risk thresholds and compliance requirements.

• Product Feedback Loops: Reproduce issues, file high-quality internal tickets, identify recurring friction points and create structured feedback loops that help engineering and product teams eliminate systemic problems.

• Developer Community Channels: Engage across GitHub, Discord and other community surfaces to ensure developers receive timely and consistent support across all interaction points.

• Define Quality & Guardrails: Work with the team to establish the principles, response standards and operational benchmarks that define great support at Polar, and continuously raise the bar as the company scales.

• Build & Lead the Support Team: Recruit, onboard and manage a distributed team of support agents (full-time and part-time), ensuring consistent support quality, operational efficiency and strong customer outcomes.

What we’re looking for

Operating Mindset

• High ownership and strong customer focus. Comfortable operating in a small, fast-moving team where you collaborate across engineering, product, compliance and risk to ensure strong customer outcomes.

• You take responsibility not only for resolving individual tickets but also for improving the systems and processes that reduce recurring support issues.

Technical & Operational Skills

• Experienced in designing and evolving support operations - including workflows, SLAs, escalation paths and quality standards - to ensure reliable and high-quality customer outcomes as Polar scales.

• Proven ability to move beyond solving individual tickets to identify systemic patterns and root causes, translating operational insights into product and engineering improvements.

• Strong technical fluency with SQL, APIs and application logs, with the ability to independently investigate and debug customer issues by querying data, inspecting logs, reproducing API requests and tracing system behavior without requiring constant engineering escalation.

• Comfortable navigating complex distributed systems and investigating issues across multiple services and integrations.

• Comfortable defining support metrics and operational benchmarks that help measure and improve the developer support experience.

• Skilled at applying and operationalizing compliance frameworks and translating regulatory and policy requirements into clear, actionable guidance for both customers and internal teams.

• Exceptional written communication skills with the ability to explain technical concepts clearly and confidently to customers across a wide range of technical backgrounds.

• Developer-empathetic mindset with the ability and willingness to dig deep into technical issues to solve customer problems.

• Comfortable using GitHub Issues as part of your workflow and collaborating closely with engineering teams.

Experience

• Experience supporting complex developer platforms, fintech products, payments infrastructure or other API-driven systems.

• Strong familiarity with developer workflows and tools, and comfort working closely with engineering teams to investigate and resolve technical issues.

• Comfortable reading and writing code. You’re no stranger to TypeScript, Python or other languages and can help customers debug their integrations.

• Ability to independently investigate customer issues using SQL, APIs and logs, reproducing problems and tracing system behavior without constant engineering escalation.

• Experience designing or improving support operations — including workflows, escalation paths, SLAs, quality standards or support tooling — is highly valued.

• Comfortable using modern AI tools to automate workflows, investigate issues or improve internal support tooling.

• Experience working in regulated environments (payments, fintech, marketplaces, etc.) or supporting systems involving compliance processes such as KYC, AML or risk reviews is a strong plus.

If you’re excited about the role but your background doesn’t perfectly match every requirement, we still encourage you to apply.