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Lead Technical Support Engineer

2 hours ago
Singapore
Full-time
Lead
Technical Support Engineer
Customer and Technical Support
Android iOS Java JIRA Linux Objective-C Python Salesforce
Apply Now
Airship

Airship

Airship provides an enterprise SaaS platform that enables brands to enhance the entire lifecycle of mobile app experiences, facilitating customer engagement through targeted messaging and interactive features that foster loyalty and drive valuable acti...

Internet Software & Services
251-1K
Founded 2009
$3M raised
View All Jobs 3

Description

  • 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 on customer communications, issue escalation, and team guidance.
  • Own customer issues from initial contact through resolution, including troubleshooting and root-cause analysis.
  • Partner with Engineering teams to resolve customer issues and support product implementation, including reading, analyzing, and writing code.
  • Create and maintain documentation, knowledge base articles, and tutorials to improve the customer experience.
  • Assist with onboarding new Technical Support Engineers and mentor team members.
  • Participate in QA for current and new products and services.
  • Contribute to support policies, standard operating procedures, regional meetings, stand-ups, and on-call coverage.

Requirements

  • Track record of team or peer leadership with strong customer-centric judgment.
  • Experience navigating challenging customer and internal stakeholder requests.
  • Ability to read and write code.
  • Ability to establish subject matter expertise in new technologies.
  • Successful experience coaching, mentoring, and supporting teammates on complex technical issues.
  • Experience serving as an escalation path for customer and team member issues.
  • Ability to quickly build trusting relationships with customers and stakeholders.
  • Strong written and verbal communication skills, including leading meetings with technical and non-technical audiences.
  • Advanced English proficiency required to collaborate with a global workforce and international customers.
  • Experience experimenting with AI tools in personal or professional life, or eagerness to learn.
  • Experience with mobile platforms like iOS and Android (preferred).
  • Experience with Zendesk, JIRA, Salesforce, and mobile developer tools (preferred).
  • Ability to read and write code in Python, Java, and/or Objective-C (preferred).
  • Working knowledge of Linux, Mac OS X, and the command line (preferred).

Benefits

  • Fully remote work arrangement.
  • Flexible work environment with remote work support across time zones.
  • Starting base pay range of $105,000-$142,000 SGD per year.
  • Stock options that provide an opportunity to share in Airship’s success.
  • Up to 10% travel based on business needs or manager request.

Interested in this position?

Apply directly on the company website

Apply Now

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