Premium Support Engineering Manager

Job Summary

A company is looking for a Premium Support Engineering Manager in Singapore.

Key Responsibilities

• Build and lead a regional team of Premium Support Engineers, ensuring high standards for technical depth and customer experience
• Oversee daily operations of the Premium Support queue, ensuring SLAs are met and managing escalations for critical issues
• Partner with cross-functional teams to drive improvements in support processes and customer experience

Required Qualifications

• 5+ years in technical support or similar roles, with at least 2 years in a leadership capacity
• Experience supporting both high-volume and high-touch enterprise customers
• Strong technical foundation in software development or DevOps workflows
• Experience managing support operations in platforms like Zendesk or similar
• Proven ability to hire, develop, and retain high-performing technical support talent