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Support Engineer, Asia

Post Sales (Technical and Support)/Direct Hire
CLIENT SUMMARY
Our client is a global industry leader in open platform IP video analytics management software. They provide actionable insights from video data through the perfect combination of your cameras and sensors and their open platform software and analytics.

RESPONSIBILITIES
As a Support Engineer, you will be at the forefront of customer interactions, helping them resolve technical challenges and ensuring they receive the highest level of service. Your core responsibilities include:
  • Technical Support: Serve as the primary point of contact for customers’ technical inquiries, providing prompt and professional troubleshooting and resolution.
  • Problem Diagnosis & Resolution: Diagnose complex technical issues, applying your expertise to resolve cases efficiently, while escalating when necessary for advanced support.
  • Documentation: Ensure all cases are documented thoroughly with detailed and accurate information, ensuring clarity and traceability in our support systems.
  • Customer Communication: Keep customers informed with timely progress updates and ensure follow-ups are completed in a professional and efficient manner.
  • Collaboration: Work closely with internal teams to solve customer challenges and continuously improve customer satisfaction and overall support processes.
  • Continuous Learning: Stay up-to-date on the latest Milestone products, support procedures, and industry best practices through continuous learning and development.
  • Pattern Recognition: Identify recurring technical issues, suggest improvements, and collaborate with the team to enhance product performance and support processes.
 
REQUIREMENTS
  • Education: A Bachelor degree in Computer Science, Information Technology, or a related field.
  • Experience: A minimum of 3 years of hands-on experience in technical support, ideally in a customer-facing role.
  • Technical Expertise:
    • Strong understanding of IP networking and related technologies.
    • Proficiency in Microsoft Windows Server operating systems and Active Directory.
    • Experience with troubleshooting tools such as TeamViewer and Wireshark.
    • Knowledge of virtualization, storage solutions, and SQL/database troubleshooting.
  • Communication Skills: Excellent written and spoken English communication skills.
  • Multitasking Ability: Ability to handle multiple cases simultaneously in a fast-paced environment.
  • Customer-Centric Attitude: A proactive approach to customer service with a dedication to providing effective solutions.

GOOD TO HAVE
  • Language Skills: Proficiency in Japanese or other Asian languages is highly desirable, as it will be beneficial when supporting our diverse customer base across the region.
  • Technical Certifications: Any certifications related to networking, server management, or video surveillance systems will be a plus.
  • Problem-Solving Mindset: Strong analytical and problem-solving abilities, with the capacity to think critically under pressure.
 

JOB ID: 2175

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