Lead Technical Support Engineer
A
AirshipCustomer Experience
SingaporeFull-TimeLead
Salary105000 - 142000 SGD per year
Apply NowOpens the employer's application page
Job Details
- Languages
- English
- Required Skills
- LeadershipPythonSoftware DevelopmentArtificial IntelligenceJavaMac OS XObjective-CAgile methodologiesLinuxMentoringTroubleshootingCustomer support
Requirements
- Track record of team/peer leadership with strong customer-centric judgment
- 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
- Self-motivated; excels at working independently with accuracy and efficiency while contributing to an openly collaborative team environment
- Advanced English proficiency required
- 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!
Responsibilities
- 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
- Partner with various Engineering teams to resolve customer issues
- Contribute documentation, knowledge base articles, and tutorials
- 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
View Full Description & ApplyYou'll be redirected to the employer's site
