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Staff Product Support Engineer (资深产品支持工程师)

Responsibilities

 Handle customer issues in a timely manner. Research and troubleshoot the issues, implement the workaround if needed
 Work closely with the product development team during the release of new products. Improve the quality and usability of the product line
 Lead customer conference call to solve key issues
 Understand architectures and/or designs of the products. Drive creation of examples and white papers for the product line
 Research support problems sufficiently to recommend or implement solutions
 Act as customer proxy and advocate on support issues and product features. Assists with feature prioritization
 Provide product training to AE department. Serve as a consistent and visible consultant to AE department on matters concerning customer application and technical support
 Assist sales and marketing in supporting key accounts and driving the growth of the product line
 Independently prioritizes and manages escalations. Own top support issue list and drive the issues to resolution
 Mentor new engineers

Requirements

 3 years full-time working experience or above in a multi-national company
 Bachelor or above in Computer Science, Electrical Engineering, Automation or related
 Ability to learn and apply new knowledge quickly and effectively
 Strong troubleshooting and problem solving skills
 Strong customer communication skills
 Good understanding of software development process
 Familiar with C/C++ programming
 Proficiency in both written and spoken English
 Knowledge of LabVIEW programming is a plus
 Knowledge of DSP algorithm is a plus
 Knowledge of industrial communication protocols is a plus