Title of Job

Position Description

Primary Objectives

Key Responsibility

1. Provide engineering support for software products
   • Understand system functionality, test features, troubleshoot issues, and perform basic debugging.
2. Collaborate with R&D and cross-functional teams
   • Support product setup, release, and ongoing operations. Assist with issue identification, root cause analysis, and timely resolution.
3. Participate in testing and system validation
   • Involve in functional testing, system validation, deployment, and maintenance to ensure reliability and performance in real-world environments.
4. Support issue reproduction and defect resolution
   • Analyze logs, reproduce issues, and collaborate with development teams to resolve software defects and improve product quality.
5. Provide technical support to internal and external customers
   • Perform problem diagnosis, provide usage guidance, manage issue escalation, and follow up to ensure effective resolution.
6. Maintain technical documentation
   • Document common issues, solutions, and support processes to improve efficiency and knowledge sharing.
7. Handle customer communication (phone and email)
   • Respond to customer inquiries, summarize issues, and capture feedback clearly.
8. Analyze customer issues and provide solutions
   • Collect necessary data and logs, identify root causes, provide solutions, and escalate issues to engineering when needed.
9. Deliver remote support and training
   • Provide troubleshooting and real-time training via phone or remote access tools.
10. Perform onsite services
    • Conduct system setup, calibration, troubleshooting, repair, and customer training as required.

11. Collect and report customer feedback
    • Gather feedback through calls, emails, and onsite visits, and summarize it for internal review and improvement.

12. Support both sales and post-sales activities
    • Provide technical support throughout the entire customer lifecycle.

Required Knowledge, Skills, and Abilities

• Familiarity with databases and basic SQL for data querying and troubleshooting.
• Strong problem-solving skills with the ability to diagnose and resolve technical issues.
• Good communication skills and ability to collaborate with internal teams and customers.
• Ability to use tools such as multimeters, oscilloscopes, and other common equipment.
• Ability to read and write technical documentation.
• Willingness to travel up to 25% as needed.
• Ability to communicate effectively, including presenting or speaking on camera when required.
• Strong learning ability and proactive attitude.
• Ability to handle multiple tasks efficiently.
• Basic knowledge of computer networks is preferred.
• Ability to lift up to 20 lbs.

Education and Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 0+ years of experience.
• Basic software development experience, with the ability to read and debug code.

Other Requirements

• Ability to travel domestically (coast-to-coast flights).
• Valid driver’s license and ability to drive independently.
• Bilingual (Mandarin and English) preferred.

Work Environment