Senior Technical Support Engineer

仕事内容

Moxa is a leading provider of industrial networking, computing, and automation solutions for enabling the Industrial Internet of Things. With over 30 years of industry experience, Moxa has connected more than 71 million devices worldwide and has a distribution and service network that reaches customers in more than 80 countries. Information about Moxa’s solutions is available at www.moxa.com.

PURPOSE OF THIS POSITION

We are looking for experience support engineer who base in Taipei (新莊) and provide world-class support for all Moxa Asia client and channel partner

Besides support mission, a successful senior support engineer will also require a good leadership in support developing junior TS skills, experience and have ability to provide insight and proposal to improve team operation

This role is a global role under a combined team staff by Moxa global and Moxa Asia. Start Moxa career in this role will not only have a completed training for all Moxa product but also have chance to understand how they be designed and involve global project to optimize product design process, global support model and service planning.

Career path for this role include people manager/product manager/product testing engineer/FAE/solution design engineer/business development manager.

MAJOR AREAS OF RESPONSIBILITY

Provide after sales support

• Guide SI and distributor collect required device log and information
• Narrow down problem through problem analysis and/or replicate problem in Lab
• Prepare solution or workaround by collaboration with R&D and SI

Develop Channel partner skills

• Give Moxa product and solution knowledge training to channel
• Assess channel skills and help develop their TS capability

Support implementation and business engagement

• Guide SI complete installation, configuration in customer solution environment
• Work with FAE complete PoC (Proof-of-Concept)
• Support SI/distributor select right Moxa product

Support product development

• Involve in new product development phase (NPDP) to ensure product include right service functions and meet user requirement
• Capture user feedback to improve next generation product
• Assist product testing

MINIMUM JOB REQUIREMENTS

1. Minimum 5 year experience in any of following role

• Customer service Engineer
• Technical support engineer
• Service delivery engineer
• Field application Engineer (FAE)
• Technical support manager (TSM)

2. At least familiar with one of any following products of any Networking company

• Networking switch (Layer 2 switch/Layer 3 switch/managed switch/unmanaged switch)
• Router: VPN router
• Networking security product (TxOne)
• Switch/networking management application

3. Good written/verbal English and Chinese mandarin

4. Be highly technical, analytical and good at problem solving

5. Have ability to develop skills by self-study

TRAVELREQUIREMENT(非疫情期間)

• Oversea travel: 1-2 times a year
• In-country travel: 3-4 times a year