Support Software Engineer

This role is for a talented and experienced software engineer who is passionate about solving complex technical problems. The job overview emphasizes the opportunity to work with other engineers, interact with customers, and tackle tough technology problems. The Support team provides expertise to customers working on critical IIoT systems, and the role involves owning support cases, debugging and writing code, investigating and understanding customer issues, and finding creative solutions. The job overview also highlights the importance of customer success and the ability to work in a highly distributed team.

• Own support cases from beginning to end
• Be the user's advocate and provide valuable feedback to improve the product
• Triage, debug, and write code (bug fixes, customer use case implementations, example code, etc.)
• Investigate, understand, and debug customer issues, working closely with development and platform teams
• Find timely creative solutions to customer problems, such as bug fixing and writing test cases
• Create, test, and ship engineering builds and patch releases
• Write best practices and solutions for the knowledge base
• Collaborate with customers to ensure their success and provide technical support
• Demonstrate exceptional teamwork and ability to work independently in a deadline-driven environment
• Learn quickly and adapt to a variety of technologies
• Improve English verbal communication skills and have proficient Chinese verbal communication skills (Japanese communication skills are a bonus)

• Degree in Computer science or related field. Studies related to distributed systems, peer-to-peer networks, operating systems, computer networking, robotics preferred.
• Excellent debugging skills in a wide variety of technologies, networking protocols, operating systems and programming languages. Experience writing and debugging code in C, C++ and/or Java.
• Experience in technical support of SDKs, or professional engineering services.
• Exceptional team player who works well in both collaborative environments as well as independently in a deadline-driven environment. Ability to work successfully in a highly distributed team, including our headquarters in the USA.
• Ability to learn quickly and be effective in a large variety of technologies.
• Intellectually curious with a desire and ability to master new technologies.
• Excellent English written communication skills, with the drive and desire to improve English verbal communication skills.
• Proficient Chinese verbal communication skills. Japanese communication skills (both verbal and written) are a bonus.

• Flexible working schedule
• Remote working + Home Office Stipend to cover the costs of working from home
• 20 days of paid time off (on top of public holidays) + "Real Vacation Bonus," an additional bonus for taking more than 1-week of uninterrupted vacation
• Medical/Health benefits
• Annual bonus based on individual and company performance + other prizes and awards
• Opportunities for career growth and development
• Tools and resources for success
• Great Place to Work certification
• Emphasis on excellence, teamwork, and reaching your potential
• "Working as One" culture and team interaction
• Team-building activities and events
• Fun and enjoyable work environment