Lead Technical Support Engineer

Track record of team/peer leadership with strong customer-centric judgment and diplomatic skills 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 while contributing to a collaborative team environment Advanced English proficiency Strong written and verbal communication skills Experience experimenting with AI tools or eagerness to learn

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 and assist customers during the implementation of our products and services Contribute documentation, knowledge base articles, and tutorials to improve the customer experience 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