Technical Support • Lead

Who you are

You are an experienced technical leader with a proven track record in customer support, ready to establish and build Airship's first dedicated APAC support presence. You have a strong understanding of technical support processes and are adept at resolving complex customer issues. Your leadership skills enable you to guide and mentor team members effectively, ensuring high-quality support for customers. You are passionate about delivering exceptional customer experiences and have a knack for understanding customer needs and challenges.

Desirable

Experience in a similar role within the tech industry is a plus, as is familiarity with customer experience platforms. You thrive in a collaborative environment and are comfortable working with cross-functional teams to enhance customer satisfaction. Your ability to communicate technical concepts clearly to non-technical stakeholders is invaluable in this role.

What you'll do

In this hybrid role, you will combine your responsibilities as a Lead Technical Support Engineer with regional team supervision. You will provide day-to-day leadership for Technical Support team members, ensuring they have the resources and guidance needed to succeed. You will serve as the primary technical escalation point for APAC customers, addressing complex support issues and ensuring timely resolutions. Your role will involve developing support strategies that align with Airship's mission to deliver exceptional customer experiences across various channels.

You will also be responsible for training and mentoring team members, fostering a culture of continuous improvement and professional development. Collaborating with product and engineering teams, you will provide feedback on customer issues and contribute to product enhancements that improve the overall customer experience. Your insights will help shape the support processes and tools used by the team, ensuring they are efficient and effective.

What we offer

Airship offers a dynamic work environment where you can make a significant impact on customer satisfaction and team performance. You will have the opportunity to work with leading brands and contribute to innovative solutions that enhance customer loyalty. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in building a customer-centric support team that drives success for our clients and their customers.