Technical Support Engineer 技術支援工程師

【About the role】

We're seeking a passionate and customer-centric [Technical Support Engineer] to serve as the essential link between our solutions and first-line support for users. Your mission will be to provide timely and precise support, ensuring that users' concerns are addressed effectively. You'll be pivotal in handling technical challenges, facilitating seamless team communication, and integrating customer feedback to optimize and enhance our products/services.

【 About the company 】

At Tomofun, we LOVE pets and technology. Our vision is to bring joy and innovation to every pet lover in the world.

We are pioneers in the pet tech industry. Our debut product, Furbo - the world's first AIoT treat-tossing dog camera, is the #1 bestseller on Amazon in 15 countries including the US, UK and JP and have millions of users in 113 countries. In 2019, we launched an AI powered subscription service, the Furbo Dog Nanny which sends smart alerts to our users to notify them to check on the safety of their dogs when they are home alone. Since the launch of Furbo Dog Nanny, we have saved hundreds of dogs' lives and are continuing to innovate and develop new features with our state of the art technology.

The learning curve is steep. But the work is exhilarating. Tomofun is on the cusp of a pet-tech boom and we’re looking for smart, innovative thinkers who aspire to incredible things.

【 What you'll do 】

• Take ownership of escalated tickets from Level 1 support, investigating root causes, and resolving issues promptly
• Gather feedback from customers regarding product quality and feature requests, and work closely with the RD and PM teams to devise effective solutions for complex issues, ensuring customer satisfaction
• Offer guidance and mentorship to Level 1 support agents, sharing insights and best practices for problem-solving and customer interaction
• Develop and conduct training sessions for Level 1 support team members regarding new product or service launches, ensuring they are equipped to assist customers effectively
• Document troubleshooting steps, resolutions, and best practices, contributing to the knowledge base for internal use and assisting in training materials development
• Proactively identify areas for improvement in customer support processes and tools, suggesting enhancements to streamline operations and enhance customer experience

【 Who you are 】

• You have 1-3 years of technical support experience in the tech industry, with SaaS, IoT, or network domain knowledge to address customer needs effectively.
• You possess expertise in support tools, including Zendesk and/or other integrations, with demonstrated experience in streamlining operations.
• You have a passion for problem-solving and a genuine interest in finding innovative solutions to meet customer requirements.
• You are fluent in written and verbal communication in both Chinese and English
• You are a team player and have experience in cross-functional communication with internal teams (PM and RD).

If you have experience below, it's a plus: 

• Database management including SQL, with experience in building Tableau visualizations and insightful dashboards.
• Familiarity with programming languages such as Java, Python, HTML, CSS…etc
• Proficiency in productivity and project management tools like Jira and Confluence, with a proactive attitude toward exploring and learning new technologies for workflow optimization.

【 Perks 】

• The rare opportunity to work with an international team from Taiwan HQ and make impact on a global scale
• Join a group of talents who have passion to change pet parents and pet's lives through technology
• The freedom to voice yourself in an open, trusting and transparent working environment
• Quarterly all hands meetings to update entire organization on company goals, strategic directions and the opportunity to openly ask questions/give feedback
• Bring your fur babies to work in a pet-friendly office space designed to make your pet feel relaxed and comfortable
• Join our volunteer program. We are passionate about giving back to society.
• Various club activities to cultivate interests and have fun with Tomofuners after work!
• A LOT of free snacks and drinks for humans and furkids!
• Comfortable and creative office with kitchen, sofa, and quiet areas. Everyone can find their ideal place to work!
• Afternoon tea time twice a month and monthly birthday parties. We celebrate all the happy moments together.

【 Benefits 】

• Unlimited vacation policy; work hard and take time off when you need it
• Flexible working hours and work-from-home when needed
• Medical insurance and free yearly health checkup
• Yearly health checkup subsidy for your pets
• Weekly grooming service for your fur babies
• 2 free Furbos for each full-time team member
• Company trip and employee outing program. We work hard and play hard!
• Internal training workshop and external training subsidy for you to expand your skill set and continuously learn and grow