Customer Technical Support Engineer - Smart Home (Global)

PLEASE NOTE THIS IS A HYBRID POSITION, MUST BE ON SITE IF NEEDED.

Position Overview

We are seeking a skilled Technical Support Engineer to join our global smart home solutions team, supporting users in the United States. As a key technical escalation point, you will work closely with customer service and R&D to analyze, reproduce, and resolve advanced product issues that cannot be solved by first-line support. This role is instrumental in driving product improvement and delivering high-quality smart home solutions to our customers.

Key Responsibilities

• Act as the technical expert for escalated customer support cases, analyzing, reproducing, and resolving complex hardware and software issues.
• Conduct in-depth root cause analysis and develop solutions or workarounds for technical problems reported by users.
• Collaborate closely with R&D to communicate user issues and proactively participate in optimizing and improving hardware and software products.
• Document troubleshooting steps, findings, and solutions in a clear, organized, and detailed manner.
• Provide technical guidance and training to customer service teams to elevate overall support capabilities.
• Support beta test programs, including analyzing technical feedback and resolving challenges encountered during user testing.
• Communicate directly with users as needed to gather additional technical details, verify solutions, or demonstrate product fixes.

Requirements

• Bachelor’s degree or above in engineering, electronics, computer science, or a related technical field.
• Proven experience as a Technical Support Engineer, Product Support Engineer, or a similar role in the smart home or consumer electronics industry.
• Strong hands-on troubleshooting and problem-solving skills with both hardware and software.
• Solid understanding of smart home products, IoT protocols, networking, and mobile applications.
• Proficient in documenting technical issues and clearly communicating complex technical concepts in English.
• Experience working with cross-functional teams, including R&D, Product, and Customer Support.
• Self-motivated, highly organized, able to work independently and drive technical issues to resolution.