Full-time · Remote-first (EU-based or valid EU work permit) · Reports directly to Leadership

Context

Sustaain is a data-for-sustainability startup building a decision intelligence layer for complex commodity supply chains: coffee, cocoa, and beyond. Our solutions turn fragmented origin, sourcing, and compliance data into auditable decisions for large commodity traders and food & beverage brands.

Our roadmap has three horizons: V1 – EUDR Compliance Platform (current focus), V2 – Sustainability Intelligence (scoring, geospatial analysis, automated reporting beyond regulatory scope), V3 – Information System (shared backbone: connectors, governance, multi-tenant, multi-regulation). We ship under real regulatory deadlines: our engagements are integration-heavy, audit-driven, and operationally critical.

Role Overview

We are looking for a Technical Support Lead to own service continuity end-to-end: from preparing the technical groundwork ahead of each production release, through triaging and resolving incidents, to keeping clients running without surprises.

You are the person who makes sure nothing breaks silently, and that the platform stays reliable for clients working against real regulatory deadlines. You cover both the coordination/communication side of the role and the technical/resolution side.

You will report directly to Leadership and work closely with Customer Success and the Dev team.

Responsibilities

• Meet response and resolution time targets (SLAs) on every ticket, and flag anything at risk of breaching before it does.
• Prepare the customer environment ahead of each production release: configuration, access, integration checks.
• Set up and continuously improve the tools and process for handling requests (ticketing).
• Be the technical point of contact for customers: communicate on ongoing incidents, triage and prioritize incoming requests, track them through to resolution.
• Administer and monitor customers' technical environments; diagnose and fix incidents.
• Escalate and resolve the most complex issues, working directly with the Dev team.
• Document resolutions and build a shared knowledge base: runbooks, known issues, recurring fixes.
• Feed recurring friction points and support signals back to Customer Success and Leadership.