Job Overview
We are looking for a Tech Support Engineer to provide technical support and ensure a smooth customer experience. This role involves troubleshooting issues, supporting customers (on-site and remotely), and working closely with internal teams to resolve technical problems efficiently.
Key Responsibilities
Provide on-site training and remote/on-site technical support
Troubleshoot issues by analyzing logs and developing test scripts
Respond to customer inquiries via phone, email, or chat in a timely manner
Manage and track support tickets to ensure resolution Document solutions and transfer knowledge to end-users
Escalate and report issues through the service desk as needed
Collaborate with internal teams to deliver effective solutions
Requirements
Bachelor’s degree in Computer Science, IT, or related field
Minimum 2 years of experience in technical support or similar role (5+ years is a plus)
Familiar with Linux/Unix environment, Python, APIs, or scripting languages
Experience in troubleshooting, log analysis, test scripting, and ticket management systems
Strong communication, interpersonal, and problem-solving skills with a customer-oriented mindset
Fluent in English; Mandarin is a plus
Ability to work independently and collaboratively, including cross-team/cross-border environments
Knowledge of GPU, databases, or container technologies (e.g., Docker) is an advantage
Able to work under pressure with a proactive and responsible attitude
