Customer Technical Support Engineer - Smart Home (Global)

Job Description Job Description

PLEASE NOTE THIS IS A HYBRID POSITION, MUST BE ON SITE IF NEEDED.

Position Overview

We are seeking a skilled Technical Support Engineer to join our global smart home solutions team, supporting users in the United States. As a key technical escalation point, you will work closely with customer service and R&D to analyze, reproduce, and resolve advanced product issues that cannot be solved by first-line support. This role is instrumental in driving product improvement and delivering high-quality smart home solutions to our customers.

Key Responsibilities

• Act as the technical expert for escalated customer support cases, analyzing, reproducing, and resolving complex hardware and software issues.
• Conduct in-depth root cause analysis and develop solutions or workarounds for technical problems reported by users.
• Collaborate closely with R&D to communicate user issues and proactively participate in optimizing and improving hardware and software products.
• Document troubleshooting steps, findings, and solutions in a clear, organized, and detailed manner.
• Provide technical guidance and training to customer service teams to elevate overall support capabilities.
• Support beta test programs, including analyzing technical feedback and resolving challenges encountered during user testing.
• Communicate directly with users as needed to gather additional technical details, verify solutions, or demonstrate product fixes.

Requirements

• Bachelor's degree or above in engineering, electronics, computer science, or a related technical field.
• Proven experience as a Technical Support Engineer, Product Support Engineer, or a similar role in the smart home or consumer electronics industry.
• Strong hands-on troubleshooting and problem-solving skills with both hardware and software.
• Solid understanding of smart home products, IoT protocols, networking, and mobile applications.
• Proficient in documenting technical issues and clearly communicating complex technical concepts in English.
• Experience working with cross-functional teams, including R&D, Product, and Customer Support.
• Self-motivated, highly organized, able to work independently and drive technical issues to resolution.

Company Description We're a fast-growing consumer tech startup building smart hardware products that simplify and enhance everyday life. We
care deeply about user experience and believe great support is part of great product design. Company Description We're a fast-growing consumer tech startup building smart hardware products that simplify and enhance everyday life. We care deeply about user experience and believe great support is part of great product design.