About the position
We are looking for seasoned Technical Support Engineer to join our team. In this role, you will be responsible for helping our customers resolve issues using our products. key escalation point of contact for our customer support representatives on advanced product issues that cannot be solved by first-line support. Pride yourself as the glue between Product/Engineering/Quality and the global support function. Support new and old products, lead trainings with customer support representatives, serve as product support subject matter expert and drive readiness and response efficacy. Interface with a broad base of internal and external customers, working to educate them and drive best-in-class customer experience.
Responsibilities
- Provide technical support to customers via the ticketing system
- Act as the escalation point for complex hardware and software issues
- Troubleshoot software issues related to device connectivity, mobile applications, firmware, and cloud services
- Collaborate closely with R&D and QA teams to identify and resolve technical problems
- Analyze logs, API responses, and perform basic database queries to locate root causes
- Document frequently encountered issues and build internal knowledge base articles
- Provide technical guidance and training to customer service teams to elevate overall support capabilities
- Drive key metrics to support company/departmental goals
- Ensure customer satisfaction through timely and professional communication
Requirements
- Bachelor’s degree or above in Computer Science, Information Systems, or a related field
- 2+ years of experience in technical support or software troubleshooting
- Familiarity with IoT systems, APIs, mobile applications (iOS/Android), and cloud platforms
- Basic scripting or debugging skills (e.g., Python, Postman, Wireshark)
- Strong analytical and communication skills
- Ability to work effectively with global cross-functional teams
- Fluent in English, with basic proficiency in spoken and written Chinese
Benefits
- 100% covered Medical/Dental/Vision insurance for employee AND spouse + dependents
- 401K with 4% employer match (eligible after 90 days of employment) and immediate 100% vesting
- Generous Sick + Vacation policy + paid holidays
- Life Insurance
- Voluntary Life Insurance
- Disability Insurance
- Critical Illness Coverage
- Accident Insurance
- Healthcare FSA
- Dependent Care FSA
- Travel Assistance Program
- Employee Assistance Program (EAP)
- Fully stocked kitchen
