Lead Technical Support Engineer Job at Airship

Job Description

Based in Singapore with remote work flexibility, you are an experienced technical leader ready to establish and build Airship's first dedicated APAC support presence. This is a hybrid role that combines Lead Technical Support Engineer responsibilities with regional team supervision. You will provide day-to-day leadership for Technical Support team members while serving as the primary technical escalation point for APAC customers. You will be involved in resolving complex customer support issues while delivering exceptional customer support experience to highly technical customers. This role presents an exceptional opportunity to develop advanced leadership skills while building something from the ground up in a dynamic and growing region.

Job Responsibility

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

Requirements

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!