Senior Technical Support Engineer _產品資安新事業發展部 (台北)

<About the Role>
We’re seeking a seasoned Senior Technical Support Engineer with strong experience in cybersecurity products to take ownership of our customer support operations and deliver exceptional post-sales service for enterprise clients. This is a high-impact role in a fast-moving startup environment, ideal for someone with a solid technical foundation, a passion for problem-solving, and a proactive approach to customer success. Prior experience in enterprise software is essential, and cybersecurity domain knowledge is highly preferred.

<Key Responsibilities>
Customer Engagement

• Act as a trusted technical advisor for enterprise customers using our cybersecurity solutions, managing escalations with professionalism and urgency.
• Provide post-sales technical support, ensuring smooth deployment, configuration, and ongoing product optimization.
• Build strong relationships with key stakeholders, ensuring issues are resolved efficiently and customer satisfaction remains high.
• Collaborate cross-functionally with engineering and product teams to drive long-term solutions and product enhancements.

Documentation & Article Management

• Own the creation and maintenance of a comprehensive knowledge base, including critical product information, troubleshooting guides, and release documentation for cybersecurity products.
• Ensure articles are clear, accurate, and up-to-date, supporting both internal teams and customers in resolving issues efficiently.
• Work closely with product and engineering teams to capture key updates and translate technical changes into user-friendly documentation.

Product Expertise & Troubleshooting

• Develop deep technical understanding of our cybersecurity product architecture, features, and integrations through hands-on experience and collaboration with engineering teams.
• Serve as a subject matter expert in diagnosing and resolving technical issues across diverse customer environments.
• Stay up to date with product changes, releases, and known issues to ensure fast and accurate support.

<Qualifications>

• 5+ years of experience in technical support or B2B customer-facing roles within the Cybersecurity, Software, or Operational Technology sectors.
• Strong technical understanding of software products, with the ability to quickly grasp product architecture and troubleshoot issues.
• Excellent communication and coordination skills with a customer-centric mindset.
• Proven ability to manage multiple priorities and escalations independently in a fast-paced environment.
• Experience working cross-functionally with engineering and product teams.
• Familiarity with maintaining technical documentation and release notes using modern tools.
• Fluent in English and Mandarin preferred.

<Nice to Have>

• Startup experience or regional expansion exposure.
• Hands-on experience driving software integration into OEM or bundle offerings, including technical alignment, partner onboarding, and field enablement.
• Background in building or supporting appliance-based or software-centric solutions, including hardware-software integration, release readiness, and compatibility validation.
• Effective at tracking cross-functional project milestones, managing risks/requirements, and coordinating stakeholder updates to ensure successful delivery across OEM

<What We Offer>

• Work with innovative products in the enterprise and cybersecurity domains.
• A dynamic and collaborative startup team.