資深 FAE, Sr. Field Application Engineer (CX) - myViewBoard
公司名稱: ViewSonic International Corporation
[Basic Qualifications] 2+ years of experience in a field application engineering (FAE), customer support engineer, or CX role at a global technology company, ideally in customer-facing environments. Strong knowledge of networking protocols (TCP/IP, HTTP/S, DNS), WebRTC, web-based troubleshooting, and Android development/debugging tools (ADB, Android Studio). Hands-on experience with debugging tools: WireShark, Fiddler, Postman, Android Logcat, browser DevTools, etc. Strong problem-solving skills: Ability to break down complex problems into actionable solutions, with proven experience handling multi-level technical escalations. Fluent in written and spoken English We are looking for an experienced software expert with a strong technical background and a customer-centric mindset to deliver value to join our PGCX team. This role demands a proactive individual comfortable working in fast-paced environments with global customers and project-based cross-team communications. The duty of an PGCX FAE is identifying technical issues related to web-based streaming app, internet systems, and Android MDM products to perform troubleshooting and elevate customer satisfaction. [Responsibilities] Handle escalations: Respond to high-priority or complex issues escalated from frontline (L1) support or regional technical teams (L2). Support ticket management: Respond to global customer inquiries through ticketing systems like Freshdesk or Azure DevOps. Prioritize and manage cases effectively to ensure timely resolution. Customer feedback loop: Collect, analyze, and communicate customer feedback to PM and R&D to escalate product issues and add customer's voice to the myViewBoard ecosystem. Deliver technical training and workshops: Conduct hands-on training, webinars, and knowledge-sharing sessions for internal teams (L1, L2 support) to increase troubleshooting efficiency and product knowledge. Agile Lifecycle: Engage in Agile development cycles, participate in sprints, and review product releases. Proactively provide insights based on customer issues to refine upcoming features or releases. Comfortable with cross-functional collaboration in English, in a fast-paced, constantly evolving settings that require both technical expertise and clear communication across organizations.公司地址:
台灣 新北市其他:
[Preferred Qualifications] Bachelor's or Master’s degree in Computer Science, Engineering, or MIS, or equivalent practical experience in tech support or field engineering roles. Experience with network security: Understanding of VPNs, firewall configurations, proxy settings for enterprise-level deployments. Knowledge of Microsoft Azure products: Experience working with cloud infrastructure, storage solutions, and AD is a plus. -2025-01-14