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- Tasks: Lead a dynamic Technical Support team and resolve complex customer issues.
- Company: Join Airship, trusted by top brands like BBC and Alaska Airlines.
- Benefits: Enjoy remote work flexibility and opportunities for professional growth.
- Why this job: Make a real impact by enhancing customer experiences across multiple channels.
- Qualifications: Proven leadership skills and a strong customer-centric approach required.
- Other info: Be part of building a dedicated APAC support presence in a growing region.
The predicted salary is between 60000 - 80000 £ per year.
Airship is trusted by the 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-personalised 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.
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 judgement 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 stakeholders
Lead Technical Support Engineer in London employer: Airship
Contact Detail:
Airship Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Technical Support Engineer in London
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to technical support. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you’ve tackled complex issues in the past, especially those that highlight your customer-centric approach.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Lead Technical Support Engineer in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Lead Technical Support Engineer role. Highlight your technical expertise and leadership experience, as we want to see how you can contribute to our team.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer support and how your background makes you the perfect fit for Airship. Be genuine and let your personality come through!
Showcase Problem-Solving Skills: In your application, give examples of how you've tackled complex customer issues in the past. We love seeing candidates who can think on their feet and provide exceptional support, so don’t hold back on those success stories!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our journey at Airship!
How to prepare for a job interview at Airship
✨Know the Company Inside Out
Before your interview, make sure you research Airship thoroughly. Understand their products, services, and the unique challenges they face in delivering customer experiences. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a Lead Technical Support Engineer, you'll need to demonstrate your leadership abilities. Prepare examples from your past experiences where you've successfully led a team or resolved complex issues. Highlight how you mentored others and made decisions under pressure to showcase your capability.
✨Prepare for Technical Scenarios
Expect technical questions that assess your problem-solving skills. Brush up on common technical support scenarios and be ready to discuss how you would handle them. Think about how you can apply your knowledge to enhance customer experiences, especially in a fast-paced environment.
✨Practice Communication Skills
Since this role involves managing expectations and maintaining positive relationships, practice articulating your thoughts clearly and professionally. Role-play with a friend or use mock interviews to refine your ability to redirect conversations and manage escalations effectively.