Technical Support Engineering Leader, Singapore, Australia, New Zealand, Indonesia
Remote • Singapore • FullTime
Posted 2mo ago
Job Location
Singapore
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
We are seeking the first Technical Support Engineering leader in APAC to guide a team of Technical Support Engineers and provide outstanding support experiences to Cursor users. This role involves directly engaging with users, resolving intricate technical challenges, and utilizing insights to develop internal automations and refine support procedures. You will be instrumental in ensuring users effectively utilize Cursor, shaping the future of AI-enhanced developer support at scale, and constructing the systems necessary for world-class support.
Responsibilities
- Lead, mentor, and develop a team of Technical Support Engineers through coaching, feedback, and career development.
- Act as the escalation point for complex or urgent customer issues, collaborating with engineering to drive resolution.
- Establish and track team goals, metrics, and processes to ensure consistent, high-quality support.
- Collaborate with Product and Engineering teams to advocate for customer needs and influence roadmap priorities.
- Drive operational excellence by enhancing workflows, building automations, and streamlining tooling.
- Promote documentation and knowledge sharing to empower both customers and teammates.
Requirements
- Previous experience as a Technical Support Engineer or in a hands-on technical support role.
- Demonstrated success managing or leading a technical support team in a SaaS or developer-focused company.
- Strong debugging and problem-solving abilities, with a thorough understanding of software development workflows.
- Familiarity with IDEs, LLMs, and AI-powered developer tools.
- Excellent communication skills, capable of coaching teams and engaging with senior external stakeholders.
- Self-starter with curiosity, creativity, and a bias for action.