Senior Technical Support Engineer

Airship

Singapore
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/16/2021
  • Website: airship.com
  • Company Address: 1225 West Burnside Suite 401, Portland, OR, 97209

About Airship

Marketing and digital experience teams at thousands of the world’s most admired companies rely on Airship’s Customer Engagement Platform to create deeper connections with customers by delivering incredibly relevant, orchestrated messages on any channel.

Job Description

You are passionate about the customer experience, technology, and can personally relate to the challenges of implementing and providing post-sale technical support. You help bridge the gap between technical and non-technical people and frequently interact with development teams, product management, marketing leadership. You will be required to act as the product expert who can help derive  a client’s use cases to help guide their technical teams through the implementation of Airship’s products and services

Responsibilities

- Interface with customers in final stages of contracting with Sales to gather, collect, and document technical, and  product requirements regarding the customer's purchase(s) of Airship’s platform.
- Coordinate new customer activities with appropriate team members. Keep all parties apprised of customer requirements, deliverables, and timelines.
- Act as a single point of contact for customers in the implementation process ensuring a high level of responsiveness if issues arise.
- Provide metrics as established by department leadership to track and report customer implementation activities and associated issues and/or opportunities for reporting to both customer and internal stakeholder reporting.
- Provide world-class support by taking the lead on customer issues from initial contact to resolution including troubleshooting the issue, determining root cause and ensuring that the customer understands the resolution.
- Represent the APAC region as a member of the global support team by owning and working customer tickets to completion.
- Partner with the Engineering and Development teams to resolve customer issues.
- Write documentation, knowledge base articles, and tutorials to improve the customer experience across all of Airship’s products and services.
- Participate in the QA process of current and new products/services and work frequently with product and engineering teams to address opportunities and product enhancements.
- Contribute to the development of our implementation and support policies and procedures.
- Do your best work to provide an outstanding customer experience!

Skills & Experience
- BS in Computer Science or equivalent experience3+ years of technical client-facing experience with specific focus in digital marketing solutions (mobile, web analytics, optimization, email, SMS); combined with SaaS product environment
- Experience working with a US based company
- Fluent in English and one or more APAC regional languages
- Working knowledge of Linux and/or Mac OS X command line
- Comfortable with iOS and Android mobile platforms and their development tools
- Familiarity with Email specific terms and configuration is preferredUnderstanding of routing and processes around SMS is preferred
- Able to read code and write code ( Python, Java, or Objective-C preferred)
- Familiarity with Apple Wallet, Android Pay or other Digital Wallet platforms
- Strong written and verbal communication skills including the ability to communicate with both technical and non-technical people
- Ability to work in a team environment and self regulate independent work
- Experience working in a customer facing environment where direct interaction with customers to resolve, or work around issues is necessary.
About Airship

Marketing and digital experience teams at thousands of the world’s most admired companies rely on Airship’s Customer Engagement Platform to create deeper connections with customers by delivering incredibly relevant, orchestrated messages on any channel.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.