Lead Technical Support Engineer - APAC
SingaporeFull-TimeLead
Salary105000 - 142000 SGD per year
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Job Details
- Languages
- English
- Required Skills
- PythonJavaMac OS XObjective-CSalesforceJiraLinuxZendesk
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 and excels at working independently with accuracy and efficiency
- Advanced English proficiency required
- Strong written and verbal communication skills
- Experience experimenting with AI tools or eagerness to learn
- Experience with mobile platforms like iOS and Android (desirable)
- Experience with Zendesk, JIRA, Salesforce, and mobile developer tools (desirable)
- Successfully read and write code (Python, Java, and/or Objective-C) (desirable)
- Working knowledge of Linux and Mac OS X and the command line (desirable)
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 and assist customers during the implementation of products and services
- 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
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