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Technical Support Engineer

14 days ago 2026/02/20
5 Open Positions
Full time · Mid career
10-49 Employees

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Job description

Core Positioning

This is a technical support role specializing in Sangfor's security, cloud computing, and infrastructure products. The core objective extends beyond troubleshooting to ensuring customer business availability, maximizing product value, and delivering a superior service experience.

Key Responsibilities

1. Problem Resolution & Business Assurance

  • Resolve technical issues with customers promptly, effectively, and in accordance with standard procedures.
  • Ensure the continued availability and stability of customer business operations.

2. Customer Relationship & Experience Management

  • Take end-to-end ownership of the issue resolution process, including internal coordination, resource mobilization, and progress communication.
  • Manage customer expectations through transparent and professional communication to guarantee service satisfaction.

3. Risk Prevention & Value Maximization

  • Proactively identify potential risks and suboptimal configurations within customer platforms, providing optimization recommendations.
  • Help customers fully leverage product capabilities to achieve business goals and mitigate risks before they impact operations.

Skills

Qualifications and Skills

I. Technical Expertise

  • In-depth understanding and knowledge of networks, cloud, and infrastructure.
  • Network Fundamentals: In-depth knowledge of TCP/IP protocols and network switching technologies, such as DHCP, HTTP, DNS, and other protocols. CCNA/CCNP/CCIE certifications preferred.
  • Familiarity with Linux and the ability to use Linux commands. RHCE/EHCA certifications preferred.
  • Familiarity with the operating principles of servers, HDDs, SSDs, RAID cards, network cards, and other components, as well as the corresponding testing tools.
  • Familiarity with network architectures such as TCP/IP, VXLAN, and OSPF, with experience and a clear understanding of network troubleshooting.
  • Experience operating network security and cloud products preferred.
  • Domain Knowledge: Practical experience or in-depth understanding of core network security and/or cloud computing technologies. A passion for continuous technical learning is essential.

II. Professional & Soft Skills

Communication Skills:

  • Written: Ability to compose clear, professional emails and solution guides. Can explain complex issues in non-technical language (supplemented with simple technical explanations) to provide customers with actionable steps and clear visibility.

Risk Awareness & Driving Ability:

  • Ability to identify potential risks (technical, timeline, customer sentiment) and assess problem severity based on resolution time, number of remote sessions, and customer expectations.
  • Capable of effectively escalating issues, synchronizing with back-end teams and management, and leveraging internal resources to drive problems to resolution.

Collaboration & Knowledge Sharing:

  • Can clearly articulate problem context, analysis performed, and specific challenges when engaging L3 support.
This job post has been translated by AI and may contain minor differences or errors.

Preferred candidate

Degree
Bachelor's degree / higher diploma
Career level
Mid career
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