Lead Technical Support Engineer

Confirmed live in the last 24 hours

Airship

Compensation

$105,000 - $142,000/year

Remote - Singapore

Hybrid

Posted March 4, 2026

Job Description

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