Support Engineer (Chinese Speaker)
Description
Be the technical problem-solver behind our customer experience.
We're looking for a Support Engineer to join our growing technical support team and help customers get the most out of their hosting, server, and infrastructure services.
You'll work closely with our Customer Service team as the technical escalation point for customer issues, investigating problems, troubleshooting infrastructure and connectivity, and working with our Network, System, and Infrastructure teams when deeper technical support is required.
This is a hands-on role for someone who enjoys troubleshooting, learning how things work, and turning technical problems into clear solutions for customers.
What You'll Be Doing
Provide Level 2 technical support for customers using hosting, server, network, and infrastructure services.
Act as the technical escalation point for the Customer Service team when issues require deeper troubleshooting.
Investigate and troubleshoot issues involving servers, operating systems, networking, DNS, domains, web hosting, email, and connectivity.
Diagnose issues using logs, monitoring tools, system information, network tools, and other technical resources.
Troubleshoot common hosting environments, including cPanel, Plesk, DNS records, web services, and email services.
Perform basic server and network troubleshooting, including TCP/IP, connectivity, routing, ports, firewall-related issues, and service availability.
Work with Linux and/or Windows server environments to investigate and resolve customer issues.
Reproduce technical issues where necessary and identify the root cause before escalating.
Escalate complex infrastructure, network, or system issues to the appropriate engineering teams with clear technical findings and troubleshooting steps already performed.
Work closely with Customer Service, Network, System, and Infrastructure teams to ensure issues are resolved efficiently.
Maintain accurate ticket records, troubleshooting notes, and technical documentation.
Contribute to and improve internal knowledge bases, troubleshooting guides, and support SOPs.
Identify recurring customer issues and recommend improvements to products, services, documentation, or support processes.
Participate in team training and knowledge-sharing sessions to continuously strengthen technical support capabilities.
Work on a rotating 5-day shift schedule, Monday to Sunday, including weekends and public holidays.
What We're Looking For
Diploma or Bachelor's degree in Computer Science, Information Technology, Networking, or a related discipline.
2+ years of experience in technical support, support engineering, network support, system support, or a similar customer-facing technical role.
Hands-on experience troubleshooting customer-facing technical issues.
Experience in web hosting, cloud services, server hosting, ISP, networking, or telecommunications is highly preferred.
Practical knowledge of:
DNS and domain management
TCP/IP and basic networking
IP addresses, ports, and connectivity
Linux and/or Windows operating systems
Web servers and basic hosting environments
Email services
Experience with cPanel, Plesk, or similar hosting control panels is a strong advantage.
Familiarity with ticketing/help desk systems and working with SLA-driven support environments.
Strong troubleshooting and problem-solving skills, with the ability to approach technical issues logically and systematically.
Able to explain technical problems clearly to customers who may not have a technical background.
Comfortable working with different teams and escalating issues with sufficient technical information.
Customer-oriented mindset with patience, ownership, and good communication skills.
Good written and spoken English and Chinese.
Great If You Have
Experience supporting bare metal servers, VPS, cloud, or data centre services.
Basic knowledge of server hardware and troubleshooting.
Familiarity with firewalls, switches, routers, or network monitoring tools.
Basic Linux command-line experience.
Experience with virtualization technologies.
Knowledge of HTTP/HTTPS, SSL/TLS, FTP/SFTP, SMTP, IMAP, and other common internet protocols.
Experience working with monitoring or logging tools.
IT certifications such as CCNA, CompTIA Network+, Linux+, or similar.
About Integen
Integen Limited is a fast-growing digital consultancy in Hong Kong and APAC. We offer digital solutions like strategy, automation, cloud, and analytics to help your business thrive. From planning to management, we are your end-to-end partner for digital transformation, committed to realizing your goals with innovative, practical approaches.