Lead Technical Support Engineer

• Provide day-to-day management and supervision for Technical Support team members in APAC
• Serve as the primary technical escalation point for APAC customers
• Represent Support in conversations with regional account teams and customers
• Make independent judgment calls regarding customer communications, issue escalation, and team guidance
• Provide world-class support by taking ownership of customer issues from initial contact to resolution, including troubleshooting the issue, determining the root cause, and ensuring that the customer understands the resolution
• Partner with various Engineering teams to resolve customer issues and assist customers during the implementation of our products and services, which includes reading, analyzing, and writing code
• Contribute documentation, knowledge base articles, and tutorials to improve the customer experience of Airship products and services
• Assist in onboarding new Technical Support Engineers
• Serve as a mentor/role model to team members
• Participate in the QA process of current and new products/services
• Contribute to the development of Airship Support policies and standard operating procedures
• Lead regional team meetings and stand-ups regularly
• Participate in the APAC team on-call rotation

• Track record of team/peer leadership with strong customer-centric judgment and the diplomatic skills to decline requests that don't align with business objectives or support criteria
• Experience navigating challenging customer and internal stakeholder requests
• Ability to read and write code
• Ability to establish subject matter expertise in new technologies
• Successful track record in coaching, mentoring, and supporting teammates on complex technical issues
• Experience as an escalation path for customer and team member issues
• Ability to quickly build trusting relationships with customers and stakeholders
• Demonstrated ability to support team members in achieving success, understanding that team members need clear expectations, direction, and guidance to excel in their roles
• Self-motivated
• excels at working independently with accuracy and efficiency while contributing to an openly collaborative team environment
• Advanced English proficiency required to effectively collaborate with Airship's global workforce and communicate with international customers
• Strong written and verbal communication skills, including the ability to lead internal and external meetings with both technical and non-technical audiences
• Experience experimenting with AI tools in your personal or professional life - or an eagerness to learn!

• Experience with mobile platforms like iOS and Android
• Experience with Zendesk, JIRA, Salesforce, and mobile developer tools
• Successfully read and write code (Python, Java, and/or Objective-C)
• Possess working knowledge of Linux and Mac OS X and the command line

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