We are looking for a technically skilled candidate with excellent interpersonal skills for the technical support position. Your role will be in between the 1st level customer support and product R&D engineers. You will troubleshoot technical issues, provide timely response, and work with R&D team to identify root causes.

Moreover, this role also needs to provide training to 1st level customer support, and help build up the process of 2nd level technical support.

## Responsibility

- Identify the cause of issues and provide solutions to customers through 1st level support

- Timely response to issue tracking tickets and help customers resolve issues

- Setting up test environment to reproduce the product issues

- Work with R&D engineers to identify the root cause of product issues

- Manage multiple cases at one time

- Building up the process of issue consolidation and the coordination between different customer service and R&D teams

- Provide the technical training to 1st level technical support (in Mandarin and English)

- Be involved in QA process with QA team to ensure the product quality