Product Technical Support

Job Description

Key Responsibilities:
• Provide professional technical support to customers and distributors via email, phone calls, and online meetings
• Analyze, troubleshoot, and resolve technical issues related to software, electronics, and mechanical components of industrial printers
• Reproduce and analyze reported issues, review system logs, device configurations, and operational conditions
• Log, track, and manage support tickets in the ticketing system
• Create and maintain User Guides, operating manuals, and technical documentation
• Perform functional software and hardware (SW/HW) testing on devices and systems
• Prepare technical reports including Issue Reports, Test Reports, and Feature Requests
• Communicate customer feedback and recurring issues to R&D and Product teams
• Collaborate with engineering teams to test and validate new software releases and firmware updates prior to deployment
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Requirements:
• Bachelor’s degree in Electrical, Computer, or Mechanical Engineering
• Solid understanding of industrial electronics (sensors, drivers, controllers)
• Familiarity with software systems, networking concepts, and system log analysis
• Minimum 4 years of relevant experience in technical support, product support, testing, or industrial equipment
• Strong analytical skills with a structured approach to problem solving and test design
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Skills:
• Full proficiency in English (written and spoken)
• Strong communication skills and ability to explain complex technical concepts clearly
• High attention to detail in technical documentation and reporting
• Responsible, product-oriented mindset
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Benefits:
• Technical and engineering-focused working environment
• Direct collaboration with Product and R&D teams
• Competitive salary based on experience and expertise
• Supplementary insurance and welfare benefits
• Professional growth opportunities in the high-speed industrial printing industry