Technical Support Engineer

About Hanshow:

Founded in 2012, Hanshow is a global leader in digital store solutions, empowering traditional retail, new retail, pharmacies, department stores, fashion, healthcare, and entertainment industries worldwide. Operating in over 50 countries, we provide innovative Electronic Shelf Labels (ESL) and comprehensive smart store solutions. Hanshow is a trusted partner for top-tier retailers, dedicated to solving in-store challenges and elevating the shopper’s experience through cutting-edge technology. Our innovative spirit is driven by a world-class global team, shaping the future of retail and delivering seamless end-to-end solutions.

For more information, please visit our website: www.hanshow.com

About this role

Are you ready to level up your career and play a pivotal role in a fast-growing, innovative tech team? Do you have a passion for cutting-edge technologies that simplify everyday life and an ambition to join an organization driving global impact?

Here is an incredible opportunity with Hanshow!

As a Technical Support Engineer, you will be a driving force behind Hanshow’s continued growth in the Americas. Self-motivated and equipped with a "can-do" attitude, you will troubleshoot complex issues, champion customer success, and collaborate closely with cross-functional teams to deliver seamless smart store solutions.

Location: Dallas, TX/ Chicago, IL

What you will do:

1. Provide comprehensive technical support for local client projects and deployments.
2. Collaborate with the R&D team on software and system upgrades.
3. Manage customer support tickets, troubleshoot product issues, and drive internal quality improvements for fast, effective resolution.
4. Handle customer claims and oversee the RMA (Return Merchandise Authorization) process.
5. Monitor service quality, review SLAs (Service Level Agreements), and ensure compliance with support standards.
6. Establish and manage after-sales channels, provide early warnings and drive corrective actions for critical product quality issues.
7. Analyze customer feedback and complaint trends to develop risk mitigation cases, technical documentation, and maintenance manuals.

What you will bring:

• Bachelor’s degree or higher in Computer Science, Networking, Automation, or a related technical field, with ~2 years of relevant work experience.
• Strong familiarity with Linux and Windows operating systems.
• Working knowledge of APIs and web-based systems/software.
• Proficiency in JavaScript and front-end debugging/troubleshooting.
• Solid understanding of basic networking principles and troubleshooting.
• Experience with relational databases (MySQL/MSSQL) and basic SQL (CRUD operations).
• Excellent communication and interpersonal skills.
• Prior experience in client-facing technical support or communication is a plus.
• Chinese or Spanish language proficiency is desirable

What we offer:

• Career Growth & Development: Promising, sustainable opportunities for professional advancement and continuous learning.
• Modern Tech Environment: Work with cutting-edge technologies and modern tools to solve exciting, high-impact challenges.
• Collaborative Culture: A professional yet open environment that values transparent communication, teamwork, and innovation.
• Wellness & On-Site Perks: Enjoy convenient access to an on-site gym at Plano, TX office, plus a fully stocked breakroom with complimentary snacks and drinks daily.
• Team Bonding & Events: Team-building activities, social events, and holiday parties to celebrate our collective success.