The purpose of software technical support engineer is to solve the technical problems encountered by customers in the process of after-sale use of software products by mastering it knowledge such as network, database, system operation, etc.
responsibility：
1.Problem definition: accept upgrade cases from front-line engineers and emergency or VIP customer cases distributed by the system, contact customers as soon as possible, confirm the specific situation of the problem, and distinguish the degree of urgency.
2. Information collection: collect relevant logs of products and operating systems.
3. Problem analysis: carry out log analysis according to the specific situation, view the case library and product documents, build an experimental environment for difficult problems, reproduce customer problems, and connect to the customer environment to solve problems remotely.
4. For problems that cannot be solved independently, we need to work closely with other departments to find solutions.
5. Participate in department information sharing and update the knowledge base within the group.
Capability requirements:
1. Skillfully build common operating systems, such as windows and Linux.
2. In depth understanding of network database and operating system knowledge.
3. Proficient in English reading and writing, able to read English documents and write English mails.
4. Careful logical thinking, good at analyzing and solving problems.
5. Good communication skills, able to provide high quality service for customers.