技术支持工程负责人，新加坡、澳大利亚、新西兰、印尼
Technical Support Engineering Leader, Singapore, Australia, New Zealand, Indonesia
我们致力于自动化编码。旅程的第一步是打造最好的工具，供专业程序员使用，结合创新研究、设计和工程。我们的组织结构非常扁平，团队规模小但人才密集。我们特别喜欢追求真理、充满热情和富有创造力的人。我们享受激烈的辩论、疯狂的想法以及持续交付代码。
关于该职位
我们正在招聘亚太区第一位技术支持工程师负责人，带领技术支持工程师团队，为Cursor用户提供卓越的支持体验。在此职位中，您将指导团队直接与用户互动，解决复杂的技术挑战，并利用经验构建内部自动化并优化支持流程。您将处于确保用户成功使用Cursor的最前沿，塑造AI增强型开发者支持的规模化运作方式，并建立使支持达到世界级水平的系统。
理想的候选人曾是技术支持工程师，拥有显著的领导经验，能在快节奏的初创环境中茁壮成长，对开发工具充满热情，并积极改进流程和自动化，同时培养身边的人才。
您将负责
- 通过指导、反馈和职业发展，带领、辅导并培养技术支持工程师团队。
- 作为复杂或紧急客户问题的升级处理点，与工程团队合作推动解决。
- 设定并监控团队目标、指标和流程，以确保一致且高质量的支持。
- 与产品和工程团队合作，代表客户需求并影响路线图优先级。
- 通过改进工作流程、构建自动化和简化工具来推动运营卓越。
- 推动文档和知识共享，以赋能客户和团队成员。
您可能适合该职位
- 具有技术支援工程师或在技术支援岗位上的相关经验。
- 在SaaS或以开发人员为中心的公司中，有管理或领导技术支援团队的出色业绩记录。
- 强大的调试和解决问题能力，对软件开发流程有深入理解。
- 熟悉IDE、LLMs和AI驱动的开发工具。
- 优秀的沟通能力，能够指导团队并与高级外部利益相关者互动。
- 自主进取，具有好奇心、创造力，并倾向于采取行动。
查看英文原文
Our mission is to automate coding. The first step in our journey is to build the best tool for professional programmers, using a combination of inventive research, design, and engineering. Our organization is very flat, and our team is small and talent dense. We particularly like people who are truth-seeking, passionate, and creative. We enjoy spirited debate, crazy ideas, and shipping code.
ABOUT THE ROLE
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 Cursor 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 Cursor, 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, thrive in fast-paced startup environments, are passionate about developer tools, and proactively enhance processes and automation while growing the people around them.
WHAT YOU’LL DO
- 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.
YOU MAY BE A FIT IF
- Prior experience as a Technical Support Engineer or in a hands-on technical support role.
- Proven track record managing or leading a technical support team in a SaaS or developer-focused company.
- 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.