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Technical Support Engineer

Cobo

Cobo

IT, Customer Service
Beijing, China
Posted on Sunday, June 16, 2024
Cobo is a globally trusted leader in digital asset custody solutions. As the world's first omni-custody platform, Cobo offers the full spectrum of solutions from full custody, co-managed MPC custody, to fully decentralized custody as well as wallet-as-a-service, advanced DeFi investment tools and an off-exchange settlement network. Trusted by over 500 institutions with billions in assets under custody, Cobo inspires confidence in digital asset ownership by enabling safe and efficient management of digital assets and interactions with Web 3.0. Cobo is SOC2 Type 1 and Type 2-compliance-certified and licensed in 5 jurisdictions.

Introduction:

The Technical Service Engineer collaborates closely with the Customer Success Manager, responsible for providing technical support, troubleshooting, and maintenance to ensure timely resolution of customer issues and enhance customer satisfaction.

Job Responsibilities:

  • Technical Support: Provide post-sales technical support to customers, addressing technical issues encountered during product usage.
  • Troubleshooting: Diagnose and resolve technical faults encountered by customers promptly, ensuring timely and effective resolution of issues.
  • Customer Training/Communication: Provide technical communication and training on product usage to customers, ensuring rapid resolution of basic technical issues.
  • Feedback Handling: Collect and organize customer feedback, relay customer opinions and suggestions to relevant departments, and drive product and service improvement and optimization.

Job Requirements:

  • Work Experience: Over 3 years of experience in after-sales service or technical support, with preference given to those with SaaS after-sales service experience.
  • Familiarity with blockchain technology and related products, understanding of SaaS system operation and maintenance is preferred.
  • Excellent troubleshooting and problem-solving skills.
  • Proficiency in two or more of the following languages: Python, Go, Java, PHP, JavaScript. Proficient in using various technical support tools.
  • Good communication skills and customer service awareness, fluent in English and Mandarin.
  • Team player with the ability to work under pressure.
  • Strong learning and adaptability, able to quickly grasp new knowledge and skills.