Support Engineer

该职位来源于猎聘 About Camco Technologies

Camco Technologies is a global leader in port and terminal automation. We develop and deliver advanced OCR, AI, and automation systems to help optimize gate, crane, and rail operations for container terminals worldwide. Job Purpose

We are looking for a motivated Support Engineer to join our Camco Asia team. The role will focus on providing 1st-line & 2nd-line support for the customers located in Asia area. Improving customer satisfaction through timely responses, positive attitude, and professional service.

Key Responsibilities

• Troubleshooting & Maintenance Service Support:
• Act as 1st-line of contact for software-related issues at customer sites or remotely;
• Diagnose & troubleshoot technical issues related to Camco systems in a timely and efficient manner;
• Escalation & Coordination with HQ:
• In cases where issues cannot be resolved locally, escalate to the appropriate teams at HQ;
• Coordinate with software developers, project managers, or system architects to obtain the necessary support;
• Ensure clear communication between the customer and HQ to maintain service continuity;
• Project Software Support
• Provide on-site or remote software support for ongoing and new projects;
• Assist with software commissioning, system configuration, testing, and go-live activities;
• Collaborate with the project team to ensure successful deployment and integration of software components;
• Provide technical guidance and support during system updates, enhancements, or changes;
• Provide the requested training to the customers in projects;
• Service Documentation & Feedback
• Maintain an accurate records of service interventions and update issue logs regularly;
• Provide structured feedback to the development and product teams to support continuous improvement;
• Customer Training & Knowledge Transfer
• Assist in training sessions for customers or local service teams to ensure proper use and understanding of Camco systems;
• Share technical knowledge and best practices with team members as needed;
• Customer Communication & Satisfaction
• Maintain a high level of professionalism and responsiveness in all customer interactions;
• Ensure customer satisfaction through clear communication, timely follow-up, and effective problem resolution;
• On-site Support
• Be available to travel to customer sites for system commissioning, urgent support, or project needs;
• Adapt to varying working environments and manage time effectively under project constraints;
• Other Duties as Assigned
• Carry out additional tasks or responsibilities assigned by team leaders or management, as needed to support business priorities

Key Requirements

• Bachelor’s degree or above
• Electronics, software, computer science and related majors
• Familiar with the working principles of cameras and OCR
• Fluent in English (both written and spoken); additional language skills are a plus.
• At least 3 years working experience in support engineer role
• Customer-oriented, manage work pressure & emotion reasonably
• Communicate with team members in a timely and efficient manner
• Actively and proactively complete tasks, and always be eager to learn
• Comfortable with frequent travel

Preferred Qualifications

• Proffciency in programming languages such as C++, C#, and Python is a plus.
• Knowledge of the ports and terminals industry or industrial automation is highly valued.

What We Offer

• Competitive salary package.
• Travel expenses and allowances covered.
• Career growth opportunities within a dynamic, international team.