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Technical Support Engineering Manager, Singapore, Australia, New Zealand, Indonesia

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Technical Support Engineering Manager, Singapore, Australia, New Zealand, Indonesia

Posted Yesterday

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In-Office or Remote

Hiring Remotely in Australia

Entry level

In-Office or Remote

Hiring Remotely in Australia

Entry level

Leads APAC technical support engineering teams, coaches and develops team members, handles complex escalations, monitors support metrics, partners with Product and Engineering, improves workflows through automation, and drives documentation and knowledge sharing for AI-powered developer tools.

The summary above was generated by AI

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today, SpaceX is actively developing the technologies to make this possible, with the ultimate goal of making life multiplanetary and expanding consciousness to the stars.
SpaceXSI is building Super Intelligence to help humanity understand the universe. Our teams are building the full Super Intelligence stack: from our Colossus supercomputers, to Grok models, to our suite of applications, including Grok Bot, Grok Build, Grok Imagine, Grok Voice, and X. We're creating a powerful flywheel where more compute trains better models, better models power more useful products, and what we learn from people using those products shapes what we build next.

TECHNICAL SUPPORT ENGINEERING LEADER, SINGAPORE, AUSTRALIA, NEW ZEALAND, INDONESIA

We're hiring the first Technical Support Engineering leader in APAC to lead a team of Technical Support Engineers and deliver exceptional support experiences to SpaceXSI users. In this role, you'll guide the team in engaging directly with users, solving complex technical challenges, and leveraging learnings to build internal automations and optimize support processes. You'll be at the forefront of ensuring users successfully leverage SpaceXSI, shaping how AI-enhanced developer support operates at scale, and building the systems that make support world-class. Ideal candidates are former support engineers with proven leadership experience who thrive in fast-paced startup environments, are passionate about developer tools, and proactively enhance processes and automation while growing the people around them.

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
Drive operational excellence by improving workflows, building automations, and streamlining tooling
Champion documentation and knowledge sharing to empower both customers and teammates

BASIC QUALIFICATIONS:

Experience as a Technical Support Engineer or in a hands-on technical support role
Experience managing or leading a technical support team in a SaaS or developer-focused company

PREFERRED SKILLS AND EXPERIENCE:

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 with the ability to coach teams and engage with senior external stakeholders
Self-starter with curiosity, creativity, and a bias for action

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