FAE, Field Application Engineer (CX) - Presentation Group

We’re looking for a technically skilled and solution-oriented professional to join our PG CX team. If you have solid software experience, enjoy helping others solve complex problems, and are comfortable communicating in English, this could be the perfect role for you. This position is ideal for someone proactive, adaptable, and passionate about delivering technical support to global users—especially educators in the United States. You’ll collaborate closely with product, R&D, and global support teams to resolve challenging issues and enhance customer satisfaction. Responsibilities • Handle escalated technical cases: Investigate and resolve complex or high-priority issues escalated from Level 1 or Level 2 support teams. • Provide global technical support: Manage support cases via platforms like Freshdesk and Azure DevOps to assist users worldwide. • Product feedback and improvement: Collect and analyze customer feedback, and collaborate with PM and R&D to enhance product quality. • Internal knowledge sharing: Conduct product trainings, workshops, and technical knowledge sharing sessions to support frontline teams. • Cross-functional collaboration: Communicate and collaborate effectively in English with domestic and international teams in a fast-paced environment. Basic Qualifications • Fluent in English (speaking, reading, writing) and able to communicate technical issues effectively with global customers and teams. • 2+ years of experience as an FAE, technical support engineer, or in a customer experience role, preferably with direct interaction with global users. • Strong analytical and problem-solving skills, with the ability to break down complex issues into actionable steps. • Demonstrated experience in cross-team collaboration using English. • Experience in technical case tracking, managing escalations, and ensuring timely resolution. Preferred Qualifications • Bachelor's or Master’s degree in Information Technology, Engineering, MIS, or equivalent practical experience. • Familiarity with enterprise network security technologies (e.g., VPN, firewalls, proxy configurations). • Experience with the Microsoft and Google AD ecosystem (e.g., cloud storage, account management, Azure AD). • Understanding of network protocols (TCP/IP, HTTP/S, DNS), WebRTC architecture, and debugging on Android platforms (e.g., ADB, Android Studio). • Proficient in common debugging tools: Wireshark, Fiddler, Postman, Logcat, browser developer tools, etc. • Experience participating in Agile development cycles, including sprints and retrospectives, with the ability to provide technical insights based on frequent user issues.