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Job description
About Cursor and SpaceXSI
Cursor is part of SpaceXSI, a company dedicated to advancing super intelligence technology to help humanity comprehend the universe. We are engaged in developing a comprehensive Super Intelligence ecosystem, including our Colossus supercomputers, Grok models, and various applications such as Grok Bot, Grok Build, Grok Imagine, Grok Voice, and X. This integrated approach enables continuous improvement driven by advanced computing power and user insights.
Role Overview
We are seeking the inaugural Technical Support Engineering Leader for the APAC region to direct a team of Technical Support Engineers. This leadership role entails delivering outstanding support experiences to Cursor users, managing direct technical user engagements, resolving intricate technical challenges, and advancing internal automation. A key responsibility will be optimizing support processes to ensure world-class service and shaping the use of AI to enhance developer support operations at scale.
Primary Responsibilities
- Lead, develop, and expand a Technical Support Engineering team through coaching, constructive feedback, and career progression frameworks.
- Act as the escalation contact for complex and urgent client issues, working closely with engineering teams to drive timely resolutions.
- Define, track, and manage team objectives, metrics, and support processes to maintain high-quality customer service.
- Collaborate with Product and Engineering divisions to represent customer requirements and influence product development priorities.
- Promote operational excellence by refining workflows, implementing automation solutions, and enhancing tooling efficiency.
- Advocate for thorough documentation and knowledge dissemination to empower both clients and internal teams.
Candidate Profile
- Hands-on experience as a Technical Support Engineer or in a direct technical support capacity.
- Demonstrated leadership in managing or directing technical support teams within SaaS or developer-centric organizations.
- Strong troubleshooting aptitude with a comprehensive understanding of software development lifecycle and processes.
- Experience and familiarity with Integrated Development Environments (IDEs), Large Language Models (LLMs), and AI-driven developer tools.
- Superior communication skills capable of coaching team members and interfacing effectively with senior external stakeholders.
- A proactive, curious, and innovative approach, with a strong bias towards taking action.