Support Engineer (F/M/D)

The Opportunity

Can you imagine yourself at an innovative high-growth company in a role that takes your analyzing, and troubleshooting skills to the next level?

Would you like to design the best possible solutions to improve customer satisfaction and lay the foundation for the continuous and sustained development of our products?

The exciting opportunity to strengthen your skills further in data quality investigation, managing customer expectations, and sharing best practices for future customer projects await you! We will enable you to take ownership of the development of scripts, tools, and processes of health check-ups of NavVis products, and deliver the respective check-ups to our clients.

The Supporting Engineer Team that you would join consists of experienced professionals with a diverse set of cultural and professional backgrounds, who share a passion for Hardware analysis, Software investigation, and of course problem-solving. In this role, you will report to the Global Support Engineer Lead, and work closely with the Product Owners, User Education Team, as well as our entire Shanghai Team.

If you are eager to use your creativity and technical affinity to strengthen our customer experience, then you just might be the person we are looking for!

The team's mission this year

• Take a quantum leap into delivering the best customer service standards

How you will make an impact

• You will have the opportunity to manage and find long-term improvements for identified product weaknesses with our product owners
• You will play an active role in understanding and analyzing customer feedback as well as statistical data to improve the user experience
• You will ensure and sustain open channels of communication with our customer-facing teams, ensuring that their feedback is highlighted with the right internal development team
• You will take on the ownership and management of our hardware repairing processes

What will help you succeed in the role

• A degree in electrical and mechanical engineering, computer science, or similar; or a deep understanding of electronics and software
• Your expertise in mechanical engineering will enable you to help and drive our first-level support with our clients
• Your previous experience in Unix will help you understand our product operation system in no time
• Your brilliant skills in critical thinking will define your ability to have the foresight of and tackle customer problems
• Your remarkable practical B2B customer service skills will be beneficial in solution/supporting engineering or similar projects
• Your proven ability to juggle a variety of tasks and projects will help you succeed in addressing customer challenges without lowering the bar on quality
• Your proactive nature would help you in the 'client-first' mindset this position requires and will help you go the extra mile
• Your exceptional skills in written and spoken English and Native Chinese, together with your fantastic communication and listening skills, will allow you to explore more clients not only based in Greater China or Asia as well as globally.

How we will know if we are a perfect match

Your recruiting partner for this role is Kim Li. You can expect to go through a screening call, and up to three rounds of interviews, where we would love to discover your passion and interests, introduce you to who we are and what drives us, and finally understand how we can potentially add value to each other's growth.

How we will keep you smiling

• It's important to take a break from work! We offer 15 days of paid time off per year, with one day added (up to 20 days) for every year you work with us
• We offer flexible working hours and a hybrid work setup, enabling you to plan your work around your life and not your life around work!
• We are based in Jingan District, in central Shanghai, China
• A competitive compensation package that values the skills and experience you bring
• Supplementary housing fund
• Supplementary medical insurance
• Mobile fee allowance
• Up to 30,000 RMB employee referral bonus__