We are looking for a Technical Support Engineer who can manage both Level 1 and Level 2 support tasks. This role is crucial for ensuring our customers receive timely and efficient assistance, from basic troubleshooting up to more advanced product and integration support. The ideal candidate has strong communication skills, solid technical knowledge, and the ability to collaborate cross-functionally.

· Frontline Support (Level 1)

· Serve as the initial point of contact for customers via phone, email, or chat.

· Diagnose and troubleshoot Application issues following standard procedures.

· Create and update support tickets, ensuring detailed documentation of each interaction.

· Escalated Support (Level 2)

· Handle more complex technical problems involving integration, product configuration, and solution engineering.

· Work closely with internal teams (e.g., Development Team) to resolve escalated cases.

· Provide in-depth product knowledge and assist customers with advanced setup or integrations.

· Customer Relationship Management

· Maintain clear and timely communication with customers throughout issue resolution.

· Follow up on open tickets and ensure adherence to SLA timelines.

· Escalate critical or unresolved cases to higher-level support or management when needed.

· Technical Documentation & Knowledge Base

· Write and update technical articles, FAQs, and best practices to enhance self-service support resources.

· Document all findings and resolutions for future reference and training purposes.

· Collaboration & Continuous Improvement

· Partner with Pre-Sales or Product Teams to assist with demos, solution design, or product recommendations.

· Provide feedback on common customer issues to help refine internal processes, enhance product quality, and improve customer experience.

· Stay updated on product features, industry trends, and emerging technologies relevant to the role.

· Core Technical Support Products/Platforms: Intercom, Salesforce (Tableau, Slack, Sales Cloud, Service Cloud, Agentforce), HubSpot, Theobald (SAP Integration).

Education: Bachelor’s degree in Computer Science, IT, or a related field (preferred but not required if you have equivalent experience).

Experience: 1–3 years in technical support or a related role. Exposure to both L1 and L2 responsibilities is highly advantageous.

Technical Proficiency:

• Familiarity with CRM systems (Salesforce, HubSpot) and chat/communication platforms (Intercom, Slack).
• Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred but not required).

Problem-Solving Skills: Strong analytical skills for diagnosing issues quickly and accurately.

Customer Service Orientation: Excellent written and verbal communication skills, with a friendly, patient, and professional approach.

Collaboration: Ability to work cross-functionally and escalate issues appropriately.

Flexibility & Accountability: Willing to do occasional on-call rotations or extended hours if needed to meet SLAs or during major incidents.

• Experience with helpdesk and remote desktop support tools.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced environment and handle multiple support requests simultaneously.
• Strong customer service orientation with a proactive and positive attitude.
• Ability to work independently as well as collaboratively with a team.

Preferred Qualifications:

1） Problem-Solving Skills

2） Developer & IT Technical Background (System implementation experience any CRM, ERP, Portal)