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

## Requirements

- Familiarity with command line Unix/Linux environment

- Familiarity with Windows/macOS environment

- Familiarity with Android/iOS systems

- Familiarity with the WiFi network setup and troubleshooting

- Familiarity the basic IT network setup and troubleshooting

- Experiences of remote troubleshooting

- Prior experience in tech support, desktop support, software QA, or a similar role.

- Good English communication

- Good problem analysis and solving skills

- Passion on problem solving

- Outgoing personality and good team working

## Nice to have

- Ability to code in any programming language

- Understanding the video and audio encoding/decoding concept

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