Lead Technical Support Engineer

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 www.airship.com, read our blog or follow us on LinkedIn.

About the Role

Based 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. 

About You

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.

What You'll Do

• 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

What We're Looking For

• 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 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, understanding that team members need clear expectations, direction, and guidance to excel in their roles


• Self-motivated; excels at working independently with accuracy and efficiency while contributing to an openly collaborative team environment


• Advanced English proficiency required to effectively collaborate with Airship's global workforce and communicate with international customers


• Strong written and verbal communication skills, including the ability to lead internal and external meetings with both technical and non-technical audiences


• Experience experimenting with AI tools in your personal or professional life - or an eagerness to learn!

We'd Be Delighted If You Also Have

• Experience with mobile platforms like iOS and Android


• Experience with Zendesk, JIRA, Salesforce, and mobile developer tools


• Successfully read and write code (Python, Java, and/or Objective-C)


• Possess working knowledge of Linux and Mac OS X and the command line

Work Location & Travel Requirements

Airship’s ‘Digital First’ approach to work means that for the majority of our roles, work can be performed remotely, either some or most of the time. Airship believes that flexible work contributes to a more productive and more equitable work environment, and that Airshippers are able to collaborate, innovate, and support one another across different locations and timezones.

Some roles may require that employees perform their work from a specific location to support business activities, and/or be within proximity to an Airship office location or customer or partner locations, while other roles can be performed 100% remotely. 

This position is fully remote and may require up to 10% travel based on business needs or as requested by your manager.

Compensation

The starting base pay range for this position is: $105,000-$142,000 SGD per year. Base pay is part of the total compensation package and is determined by a variety of factors such as relevant skills, work experience, business priorities, market demands, and location. This role offers stock options, providing a direct opportunity to share in Airship’s success.

Candidates outside of the U.S. can view Airship's Privacy Statement here.

**Please Note: To ensure the security of your personal information, Airship will only contact candidates through email addresses ending with “@airship.com”.

Hiring Commitment

Airship is committed to fostering a diverse work environment and providing equal employment opportunities to all applicants and employees. We welcome your application and our hiring and employment decisions are made irrespective of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law. In alignment with our commitment to equal opportunity, Airship will consider for employment all qualified applicants, including those with criminal histories, in a way that adheres to the principles of fairness and the requirements of local Fair Chance laws, where applicable.

By submitting this application, I affirm that the facts set forth in it are true and complete to the best of my knowledge. I understand that if I am employed, false statements, omissions, or misleading information given in my application, interview(s), or in a background check may result in dismissal.