Lead Technical Support Engineer
Singapore
Listed on 2025-12-29
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IT/Tech
Technical Support, IT Support, HelpDesk/Support
About Airship
Airship is trusted by world’s leading brands such as Alaska Airlines, BBC and The Home Depot to drive revenue growth and customer loyalty with exceptional cross-channel customer experiences. Today, brands are challenged to deliver seamless, unified customer experiences across a fragmented array of channels and devices— apps, websites, email, SMS, wallets and more.
Airship’s no-code, AI-powered platform was designed with non-technical, growth-focused teams in mind, making it easy to create, test and orchestrate hyper-personalized experiences across all channels. With the ability to easily enrich customer data and rapidly launch growth experiments, Airship enables brands to deliver consistent, meaningful interactions that accelerate conversion and foster deeper customer relationships.
We invite you to be part of our journey in building products and delivering services that touch millions of customers around the world every day.
To learn more about us, visit , read our blog or follow us on Linked In.
About the RoleBased in Singapore with remote work flexibility, you are an experienced technical leader ready to establish and build Airship's first dedicated APAC support presence. This is a hybrid role that combines Lead Technical Support Engineer responsibilities with regional team supervision. You will provide day-to-day leadership for Technical Support team members while serving as the primary technical escalation point for APAC customers.
You will be involved in resolving complex customer support issues while delivering exceptional customer support experience to highly technical customers. This role presents an exceptional opportunity to develop advanced leadership skills while building something from the ground up in a dynamic and growing region.
You are comfortable and excel at independent decision-making when working without immediate access to advanced technical resources (due to time zones), and you have proven experience as a team or peer leader with strong customer-centric decision-making abilities. You have the rapport and credibility to work successfully cross-functionally and mentor early-career Support team members. You thrive in dynamic environments where you must balance competing priorities, exercise excellent judgment under pressure, and make critical determinations about escalation needs in real-time.
You can gracefully redirect conversations, manage expectations professionally, and maintain positive relationships, all while ensuring an exceptional customer experience and that legitimate escalations receive appropriate attention and urgency.
- 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, including troubleshooting the issue, determining the root cause, and ensuring that the customer understands the resolution
- Partner with various Engineering teams to resolve customer issues and assist customers during the implementation of our products and services, which includes reading, analyzing, and writing code
- Contribute documentation, knowledge base articles, and tutorials to improve the customer experience of Airship products and services
- 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
- Track record of team/peer leadership with strong customer-centric judgment and the 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…
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