Technical Support Engineer

Key Responsibilities:
1. Handle customer inquiries on AR smart glasses, AI-enhanced AR platforms, and industry solutions, providing workflow frontline technical support and troubleshooting.
2. Assist with on-site solution deployments (e.g., inspections, maintenance, training guidance, assembly, quality control), follow up on implementation results, and ensure stable rollout.
3. Collect and analyze customer needs, pain points, and industry trends; provide feedback to product/R&D teams supporting private deployments, system integrations, and custom development.
4. Conduct product demonstrations, installation guidance, and one-on-one/group training sessions teaching No-code SOP editing, real-time recognition, smart prompts, workflow digitization, and remote collaboration.
5. Write detailed training reports, customer usage case studies, satisfaction surveys, and issue resolution logs; regularly summarize feedback and propose product/service improvements.
6. Maintain client relationships through regular usage follow-ups, upgrade recommendations, and renewal support to achieve retention and expansion goals.
7. Participate in product testing, documentation updates (e.g., user manuals, FAQs), and internal knowledge base building; collaborate across departments to enhance service quality.

Requirements:
1. Bachelor degree or above in electronics engineering, IT, AR/VR, or related fields preferred.
2. 1-5 years in technical support, customer training, or after-sales service; AR/AI product experience a plus. Fresh graduates with relevant internships welcome.
3. Familiar with AR hardware (smart glasses) and software platforms; able to independently train customers.
4. Excellent communication, teaching, and problem-solving skills; proficient in Chinese (both Cantonese & Manderin) , English.
5. Detail-oriented, customer-focused, with report writing and data analysis skills; strong resilience under pressure.