Lead Technical Support Engineer
The Lead Technical Support Engineer at Airship is a pivotal role responsible for establishing and leading the company's first dedicated APAC support presence. This position combines technical expertise with regional team supervision, providing day-to-day leadership for Technical Support team members and serving as the primary technical escalation point for APAC customers. The role offers a unique opportunity to build and shape support operations in a dynamic and growing region.
Key responsibilities include managing and supervising Technical Support team members in the APAC region, representing Support in conversations with regional account teams and customers, and making independent judgment calls regarding customer communications and issue escalations. The role also involves providing world-class support by taking ownership of customer issues from initial contact to resolution, partnering with Engineering teams to resolve customer issues, and contributing to documentation and knowledge base articles to improve the customer experience.
The ideal candidate will have a proven track record of team or peer leadership with strong customer-centric judgment, experience navigating challenging customer and internal stakeholder requests, and the ability to read and write code. They should be able to establish subject matter expertise in new technologies, have experience in coaching and mentoring teammates on complex technical issues, and possess strong written and verbal communication skills. Advanced English proficiency is required to effectively collaborate with Airship's global workforce and communicate with international customers.
The starting base pay range for this position is $105,000 to $142,000 SGD per year. Base pay is part of the total compensation package and is determined by factors such as relevant skills, work experience, business priorities, market demands, and location. This role also offers stock options, providing a direct opportunity to share in Airship’s success.
Airship fosters a collaborative and innovative company culture, emphasizing flexibility and professional growth. The company’s 'Digital First' approach allows for remote work, contributing to a more productive and equitable work environment. Employees are encouraged to collaborate, innovate, and support one another across different locations and time zones, providing ample opportunities for personal and professional development.