英諾菲數位科技股份有限公司

【Responsibilities:】 1. Responsible for planning product roadmaps and supporting partners' and customers' needs and market analysis. 2. Collaborate closely with the RD Team for feature development, clarifying requirements, and arranging release schedules/milestones. 3. Work with QA and customer service engineers to resolve partners' and customers' issues, ensuring product delivery quality. 4. Collaborate with third-party technology vendors for platform feature development and expansion. 5. Prepare technical documents, including user manuals and FAQs. 6. Support demo planning for exhibitions. 【Qualifications:】 1. Bachelor's degree in Software, Engineering, or a related field. 2. Fluent in business English. 3. Over 5 years of experience in product/project management, including SaaS and device application/agent-related experience. 4. Experience integrating with third-party technology vendors. 5. Customer-facing and technical support capabilities. 6. Familiarity with cloud technologies such as AWS and Azure. 7. Experience in hardware architecture design and integration on Android, Linux, and Windows operating systems is a plus.

We are looking for a detail-oriented and proactive Technical Support Engineer to join our team. In this role, you will be responsible for understanding our software products, assisting customers with technical issues, and acting as the bridge between our users and the development team. Responsibilities: - Learn and understand the functionality and technical structure of our software products. - Provide prompt and effective technical support to customers via email, chat, or remote sessions. - Investigate, troubleshoot, and document customer-reported issues with clarity and accuracy. - Collaborate with developers to analyze issues, reproduce bugs, and ensure proper resolutions are delivered. - Clearly communicate customer expectations, feedback, and pain points to the internal team. - Maintain support documentation, FAQ, and internal knowledge base articles. - Work across multiple platforms, including Android, Linux, Windows, and web-based environments. - Monitor and follow up on issue resolutions, ensuring customer satisfaction. - Participate in product and feature reviews to provide user-facing feedback early in the development cycle. Required Skills and Qualifications - 1–3 years of experience in technical support, software troubleshooting, or related roles such as QA or product testing. - Proficient in operating and troubleshooting across web, desktop, and mobile platforms. - Hands-on experience with Windows, Linux, and Android operating systems, including configuration and basic command-line usage. - Strong analytical and problem-solving abilities, with the capacity to investigate, reproduce, and resolve technical issues independently. - Moderate proficiency in English communication (written and verbal), capable of reading logs, writing reports, and communicating with global teams. - Excellent interpersonal skills and ability to work collaboratively in cross-functional teams, including developers, QA, and PM. - Experience in creating clear, user-facing documentation, such as support guides, technical notes, or training materials. - A user-first mindset with the ability to identify usability issues or inefficiencies and provide constructive product feedback to improve overall quality.