海外技术支持工程师

Duties and responsibilities

i)  Pre-sales technical support

Communicate with customers on product and technology, improve Customer satisfaction.

Collect and summarize overseas customers' feedback on demand, consultation, complaints, delivery and other product and technology-related issues. Provide timely, correct and complete  feedback to R&D .Track the resolution process and delivery results until the customer confirms the closure of the problem.

Participate in sales business such as RFI, RFP, RFQ and other bidding work, assist the business to identify demand, determine the bidding model and program.

Cooperate with sales business to collect competitive information and test dynamic tracking and feedback.

Assist overseas customers to carry out technical training, new product promotion and demonstration, program design and other technical exchanges.

ii)  Test work

Cooperate with R&D to conduct software and hardware testing overseas and provide timely and accurate feedback on test results.

iii)  After-sales work

Collect and summarize product and technology related issues such as demand, consultation and complaint from overseas customers in the after-sales stage, and feedback the demand/consultation/complaint to the Employer internally in a timely, correct and complete  manner, and track the resolution process and delivery results until the customer confirms the closure of the issue.

Overseas product site maintenance, project installation work.

iv)  Other work：Other related work tasks arranged by the Employer.

Job Requirements

Bachelor’s degree or higher in Computer Science, Communication Engineering, Electronic

Information Engineering, or a related field; solid understanding of the fundamental principles of communication industry products.

At least 3 years of relevant work experience and product knowledge in ICT products.

Experience in implementing and managing conventional communication systems.

Familiarity with the technical support and principles of the company’s products.

Ability to summarize and document technical information effectively.

Fluent in both written and spoken English and Chinese.

Strong team communication and coordination skills, with the ability to handle emergencies effectively.

Willingness and ability to travel independently globally (primarily to regions such as Asia-Pacific and Europe).

岗位职责：
1、与海外客户进行产品及技术沟通、提升用户满意度；
2、收集和汇总海外客户反馈的需求、咨询、投诉、交付等产品与技术相关问题，并把问题及时、正确、完整反馈给研发，追踪解决过程和交付结果直至客户确认关闭问题；
3、配合研发在海外进行软硬件测试，并及时、准确地反馈测试结果；
4、协助海外客户进行技术培训、新产品宣讲与演示、方案设计等技术交流工作；
5、负责海外售后，包括但不仅限于现场维护，项目安装等。

任职要求：
1、计算机网络、通信工程、电子信息工程相关专业，本科及其以上学历；
2、1年以上工作经验，有通信类产品（路由器/AP/CPE等）相关产品知识更佳；
3、中英语流利，可用中文和英文作为日常工作语言，愿意长时间海外出差；
4、沟通、协调能力良好，针对突发事件，具备良好的紧急应变能力；
5、具有良好的服务意识；

6、熟悉Wireshark, TR069(ACS) 更佳。