Hardware Technical Support Engineer

The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environment will also make you an ideal candidate.ResponsibilitiesTechnical Troubleshooting and Remote SupportProvide technical troubleshooting support and remote repair guidance for escalated customer inquiries through various channels, including telephone support, video calls, real-time messaging, and tickets generated by the customer relationship management system, typically Zendesk.Complaint and Incident ManagementAddress escalated customer complaints and urgent incidents, ensuring timely follow-up and resolution of issues.Documentation and Solution DevelopmentMaintain documentation of product-related issues and develop corresponding technical solutionsQuality and Service Risk IdentificationIdentify potential quality or service issues during daily customer relationship management; take a proactive manner in reporting relevant issue and following up to ensure timely resolution.Training and ReportingAssess product post-market performance, prepare training materials for new colleagues, manage technical troubleshooting ticket data in the customer relationship management system, typically Zendesk, and regularly file related analysis reports.Qualifications3+ years' of technical support experienceCustomer service orientedStrong written and verbal and troubleshooting skillsService and Risk ManagementPossess strong service awareness and the ability to identify potential service or quality risks.This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for current or future sponsorship.