3 дня назад
Technical Support Engineering Leader (AI)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Technical Support Engineering Leader (AI): Leading and growing an APAC team of Technical Support Engineers while resolving complex user issues and building internal support automations with an accent on developer tools, AI-enhanced support, and operational excellence. Focus on coaching support engineers, partnering with Product and Engineering on roadmap priorities, and designing scalable workflows and knowledge systems.
Location: Singapore, Australia, New Zealand, or Indonesia
Company
builds an AI-powered coding tool for professional programmers, combining research, design, and engineering.
What you will do
- Lead, mentor, and develop a team of Technical Support Engineers.
- Handle escalated and urgent customer issues and collaborate with Engineering on resolution.
- Set team goals, metrics, and processes to maintain consistent, high-quality support.
- Partner with Product and Engineering to represent customer needs and influence roadmap priorities.
- Improve support workflows, tooling, automations, documentation, and knowledge sharing.
Requirements
- Hands-on experience as a Technical Support Engineer or in a technical support role.
- Experience managing or leading a technical support team in a SaaS or developer-focused company.
- Strong debugging and problem-solving skills, with an understanding of software development workflows.
- Familiarity with IDEs, LLMs, and AI-powered developer tools.
- Excellent communication skills, including coaching teams and engaging with senior external stakeholders.
- Curiosity, creativity, initiative, and a bias for action.
Culture & Benefits
- Work within a small, flat, and talent-dense organization.
- Contribute to a fast-paced startup environment focused on inventive research, design, engineering, and shipping code.
- Participate in open debate and develop systems for AI-enhanced developer support at scale.
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