Lead Technical Support Engineer
il y a 3 jours
**About Airship**
Now, with Airship App Experience Platform (AXP), brands can create and adapt native app experiences on their own — with no ongoing developer support or app updates required.
Having powered trillions of mobile app interactions for thousands of global brands, Airship is proud to be at the forefront of what has become the digital center of customer experience, loyalty and monetization — mobile app experience (MAX).
Learn more about Airship here: Airship Newsroom + Airship Customers
**About You**
Based in France, with the ability to work remotely, you are an experienced **Lead Technical Support Engineer **involved in resolving complex customer support issues while delivering amazing customer support experiences to highly technical customers. You are committed to improving processes and solving problems with the ability to read and write code. You thrive in fast-paced environments, and you have the rapport and credibility to work successfully cross-departmentally and mentor more junior Support employees. In support of our EMEA customers, you are fluent in both French and English.
**Responsibilities**:
- Provide world-class support by taking ownership for customer issues from initial contact to resolution including troubleshooting the issue, determining root cause and ensuring that the customer understands the resolution; serve as an escalation resource for most customer issues.
- 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.
- Write documentation, knowledge base articles, and tutorials to improve the customer experience of Airship products and services.
- Assist in onboarding new Technical Support Engineers and serve as mentor/role model to junior team members.
- Participate in the QA process of current and new products/services.
- Contribute to the development of Airship Support policies and standard operating procedures.
- Lead team meetings and stand-ups on a regular basis.
- Participate in the EMEA team on-call rotation.
**Skills and Experience**
- Bachelor's Degree in Computer Science or equivalent knowledge, skills and at least 2+ years in a similar position
- Successfully read and write code (Python, Java, and/or Objective-C)
- Possess working knowledge of Linux and Mac OS X and the command line
- Experience with mobile platforms like iOS and Android
- Successfully coach, mentor and support teammates on complex technical issues
- Comfortable as an escalation path for customer and team member issues
- Quickly build trusting relationships with customers
- Strong written and verbal communication skills including the ability to lead internal and external meetings using both technical and non-technical language
- Able to work in an openly-collaborative team environment and also able to work independently with accuracy and efficiency
- Must be fluent in French and English
**Benefits at Airship**
Workplace Flexibility (Fully Remote Option) + WFH stipends + Medical, Dental, & Vision Insurance (PPO/HSA Options) + Mental Health Benefits + Open PTO Policy (take the time you need) + 401(k) Retirement Plan + Stock Options + Mentorship Program + Employee Resource Groups + Culture Club + Supplemental Benefits (Life Insurance, Short/Long-Term Disability, Flexible Spending) + Parental Leave + Employee Assistance Program + Referral Bonus Program.
**Disclaimer**
Duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands and may be amended at any time at the sole discretion of the Employer.
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