Location: Shanghai

Department: Service | Type: Full-time

Role Purpose

We are seeking a Technical Support Expert to provide high-level remote support to our field service engineers (FSEs). This role is critical for resolving complex technical issues, analyzing service data, and bridging collaboration between the local team and HQ.

Key Responsibilities

• Act as the first escalation point for FSEs, delivering timely expert support.

• Collaborate with global technical support (GTS) and HQ to resolve difficult cases.

• Analyze service data to enhance service quality and operational efficiency.

• Support knowledge sharing and training initiatives for FSEs.

• Manage centralized technical communication on behalf of the local service team.

• Utilize service management systems (SMS) as a core operational tool.

• Contribute to demo system operations and support if required.

Requirements

Technical Qualifications

• Degree in Engineering or related technical field

• Hands-on experience with SEM/FIB systems

• Proficient in English (written and spoken)

Soft Skills & Attributes

• Strong analytical thinking and proactive problem-solving

• Able to work independently under pressure

• Team player with strong interpersonal skills

• Customer-centric mindset and flexible work attitude

• Open to occasional travel, after-hours support and over time

Why Join Us?

You’ll play a key role in shaping the service quality for a high-tech equipment company. This is an opportunity to build global connections, share your expertise, and directly impact customer success and service innovation.