Technical Support Engineering Leader
Leads the APAC Technical Support Engineering function, managing a team that resolves complex developer-tool issues, improves support operations, and partners with Product and Engineering. The role requires hands-on technical support experience, people leadership, strong debugging skills, and familiarity with IDEs, LLMs, and AI-powered developer tools.
About the job
Responsibilities
- Lead, mentor, and grow a team of Technical Support Engineers through coaching, feedback, and career development.
- Serve as the escalation point for complex or urgent customer issues, collaborating with Engineering to drive resolution.
- Set and monitor team goals, metrics, and processes to ensure consistent, high-quality support.
- Partner with Product and Engineering to advocate for customer needs and influence roadmap priorities.
- Improve workflows, build automations, and streamline tooling to drive operational excellence.
- 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 experience 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, including the ability to coach teams and engage with senior external stakeholders.
- Curiosity, creativity, self-direction, and a bias for action.
Skills
Technical Support, Debugging, Problem Solving, Software Development Workflows, SaaS, Ides, LLMs, Ai-Powered Developer Tools, Workflow Automation, Documentation
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