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We seek a customer-focused Technical Support Engineer to join our dynamic support team.
As a Technical Support Engineer, you will provide exceptional technical assistance and troubleshooting to our clients, ensuring their seamless experience with our platform. Your expertise and dedication will be crucial in driving customer satisfaction and loyalty.
In this role you will:
Develop a deep understanding of our data integration platform, staying up-to-date with new features and enhancements
Deliver timely and effective technical support via various channels, including ticketing system and online meetings, addressing inquiries, issues, and concerns promptly and professionally.
Investigate and resolve technical problems reported by clients, escalating complex issues to the appropriate teams for resolution.
Collaborate closely with cross-functional teams, including product development and engineering, to ensure prompt issue resolution and continuous product improvement.
Assist in conducting product training sessions for clients, empowering them to utilize our platform efficiently.
Accurately document support cases, tracking their progress from initiation to resolution and keeping clients informed throughout the process.
Contribute to the development and maintenance of our knowledge base, creating helpful articles and resources for self-service support.

We are recreating the field of knowledge management. If you are the kind of person who wants to learn the deep processes and stay up to date with the new relevant technologies, if you truly believe in quality and innovation and learning is apart from you

Come to take part in our creation!

We choose the best business solution for our clients, and we truly care for it!

Description-
Investigate and understand the basis for every line item on our cloud infrastructure invoices
Optimize performance to spend where you need to and redistribute resources
Suggest areas for improving spend by finding better rates or improved technology
Find anomalies in usage patterns and give quick feedback in order to course-correct
Predict, plan, and ensure resources utilization to estimate the need for the future and negotiate a discount or pre-allocate resources
Create business intelligence reporting to inform the broader organization and empower other teams to facilitate cost optimization and minimize waste
Assist in architectural designs and decisions
Having real-time data you can predict and make decisions to optimize costs
Review customer's cloud infrastructure and produce cost optimization reports on monthly bases

we are looking for an experienced Technical Support Team Leader who will lead a team of 6 Technical Support agents.
The Team Leader needs to have a solid technical background as well as leadership background to effectively support and drive success of our Tier 2 Technical Support Team.
This role requires the ability to prioritize and multitask, solve problems and manage incidents professionally as well as to inspire greatness and drive achievement of KPIs across the team.
Role definition and responsibilities:
Create an inspiring team environment and lead a Team OF 6 T2 Technical Support Agents located across global sites
Delegate tasks and set deadlines for completion
Monitor team performance & metrics
Drive continued achievement and improvement of KPIs
Carry out weekly / monthly analysis to identify trends and suggest proactive actions to improve performance
Discover training opportunities and provide coaching sessions for Tier 2 and Tier 1 Support
Drive the Knowledge article writing initiative
Attend customer calls with Key clients where necessary as the technical expert
Work closely with our R&D department tracking bugs and driving to meet SLAs
Report to management and stakeholders about KPIs and results

We are currently searching for a collaborative IT engineer with high technical knowledge and experience supporting a wide range of enterprise applications and systems. In this role, you will provide technical assistance and support to computer users, focusing on complex issues and advanced troubleshooting. Responsibilities involve setting up and removing endpoints, configuring and maintaining systems, conducting technical research and development, and overseeing daily operations.
The Impact Youll Make:
SaaS Management: Oversee our SaaS services from provisioning access management to on/off-boarding processes. Including Kandji/Intune, Slack, Office 365, Jira, GitHub and Zoom.
IT Support and Administration: Hands-on experience installing, troubleshooting, and fixing computer hardware and software issues, including desktops, laptops, printers, and other peripherals.
Process Automation and Improvement: Continuously improve and automate IT processes to enhance efficiency and effectiveness.
Hardware Lifecycle Management: Manage the entire lifecycle of hardware assets, including procurement, device management (Apple with Kandji and Windows with Intune), and depreciation.
Software Asset Management: Oversee the lifecycle of software/application assets from procurement to assignment to reclamation of licenses.
Daily IT Operations: Handle day-to-day IT tasks, including troubleshooting and support. Ability to manage IT and networking hardware, including, but not limited to, monitors, keyboards, mice, printers, scanners, Zoom Conference system, firewalls, switches, and APs.
Team Support: Provided IT field support. Troubleshoot hardware, software, and OS issues while adhering to warranty and security compliance requirements.
IT Infrastructure Maintenance: Maintain and support IT tech stacks such as Zoom rooms, AV systems, and on-premises systems.
Network Maintenance: Knowledge of enterprise networking concepts, including TCP/IP, LAN, WAN, SD-WAN, SSL VPN, DNS, and DHCP. Must have experience coordinating with ISPs and network teams to troubleshoot issues using deductive reasoning skills.
Documentation and Process Standardization: Write clear documentation and develop reproducible steps for issue resolution and oral communication skills with end users and the Global team in English and Chinese.
Security Vigilance: Stay updated with 0-day security issues and remediate them promptly.

An FSE must be team oriented and flexible, and actively seeks to share information and assist his peers.
Possess solid communication skills, both oral and written.
Demonstrates strong electronic repair troubleshooting methodology and maintains at least an intermediate technical level of product knowledge. Cross trains on all products serviced in the field, and displays proficiency in servicing all equipment across the product line. Willingness to work on special projects, some of high visibility, as assigned.
Looks for common-mode problem occurrences and seeks to resolve, both independently and with the aid of others.
Duties & Responsibilities:
Responsible for meeting daily service repair needs and driving customer satisfaction
Installs, repairs and maintains equipment in the field; provides customer training as required.
Documents all inspections, maintenance, repair work and submits paperwork in a timely basis
Order, install, and return parts and manages repair parts cycle time
Reviews all logs for open issues and prepares formal reports to customers as necessary.
Participates in Service sales opportunities and assists with promoting and implementing revenue programs.
Ensures that tools and test equipment are properly maintained and calibrated
Assesses product/equipment performance based on field support data; recommends modifications or improvements.
Seeks to provide technical support to customers and other service professionals as required.
May participate in site surveys, pilot program service activities, attend meetings, champion special projects and prepare exclusive reports.
Possesses a solid level of technical knowledge on the companys X-Ray and CT products.
Maintains clear and concise business communication proficiency, both oral and written
Establishes and maintains a close relationship with senior level FSEs and Product Managers in order to support the needs of the customer and remain aware of current technical trends.
Exercises every available measure to control and minimize costs.
Travel, overtime and work hours other than Sunday- Thursday may be required.
Comply with and ensure department compliance with Company health, safety and environmental policies.