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Technical Support Engineering Leader, Singapore, Australia, New Zealand, Indonesia

📅 Jun 26
Technical SupportTeam LeadershipCustomer EngagementProblem Solving

📜 Description

  • Lead, mentor, and grow a team of Technical Support Engineers through coaching and feedback.
  • Serve as the escalation point for complex customer issues, collaborating with engineering for resolution.
  • Set and monitor team goals, metrics, and processes for high-quality support.
  • Partner with Product and Engineering to advocate for customer needs and influence roadmap priorities.
  • Drive operational excellence by improving workflows and building automations.
  • Champion documentation and knowledge sharing to empower customers and teammates.

🛠️ Requirements

  • Prior experience as a Technical Support Engineer or in a hands-on technical support role.
  • Proven track record managing or leading a technical support team in a SaaS or developer-focused company.
  • Strong debugging and problem-solving skills with a deep understanding of software development workflows.
  • Familiarity with IDEs, LLMs, and AI-powered developer tools.
  • Excellent communication skills with the ability to coach teams and engage with senior external stakeholders.
  • Self-starter with curiosity, creativity, and a bias for action.
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