Technical Support Engineer

**Responsibilities
**About ByteDance**

**Join the Innovative BytePlus Team**

As part of BytePlus, you'll help enterprise customers build what's next for their business. Leveraging Bytedance's cutting-edge technologies, we are devoted to developing innovative products and solutions to shape the future. We help our clients to focus on what truly matters. Centering on innovation and excellence, we create gamechanging solutions that help businesses to unleash their potential. You can help us to achieve our mission.

**What You'll Do**

Acting as the key point of contact for Technical Support Inquiries. As the first line of contact with customers, our Customer Support team is the company's "voice of the customer", critical in ensuring their success using Byteplus Service portfolio. Your feedback will help us continually improve our product and services, and reinforce our role as trusted advisors to customers.

You must have the mindset of "do right by customers" to challenge convoluted internal processes that are slowing us down from giving our customers the best service possible. You must have the business acumen to leverage your previous experiences in Support and other Customer Service roles to render our customers an experience they will want to talk to others about. To this end, willingness to be a part of the "follow-the-sun” 24*7 support model to ensure help is always available when customers need it, will be necessary.

You’ll work closely with our Operations, Sales and Engineering teams to ensure a high level of satisfaction from our Enterprise Customers when using Byteplus services.

This is a multi-faceted collaborative act, balancing in between tech savvy and operations, between company capability and customer success, and between tech Support expertise and customer insight. The individual should have strong operational and technical skills with a history of being successful in Customer Support in a fast growing organization.
- Act as a key point of contact for Tech Support and own the process end-to-end when it comes to ticket resolution.
- Track customer inquiries, works with engineering teams to escalate risks, address issues, and raise insights to improve the program.
- Identify areas of improvement and optimization for the Support function
- Enable a data-driven approach Tech support function and identify actionable insights
- Be the face of Byteplus when resolving and tracking Technical issues.

**Qualifications
**Who You Are**
- At least 5 years of Technical Support experience in the Internet / Technology space
- Overall background understanding of common Web technologies, Databases and Cloud Infrastructures.
- Comfortable understanding high level meaning behind logs, code, and error messages.
- You have high quality previous experiences in customer-facing, problem-solving, technical support and/or customer service roles on a global scale
- You have the technical capability and business acumen to prioritize product fixes, features and functionalities requests, based on your understanding of how SaaS Companies work
- Knowledge of data analysis, fundamental business intelligence is appreciated.
- You have the ability to handle incidents, problems and change at a global enterprise level, remaining calm and analytical when faced with major incidents.
- You are adapt in identifying root causes and suggest appropriate remedial actions to earn long term customer loyalty
- You can distinguish between the urgent and the important, prioritize based on business impact and communicate your decisions convincingly
- You are organized, detail-oriented, and possess some data analysis skills to deliver customer insights through the numbers. If you have a point of view on CSAT, NPS, Customer Effort, First response time, and other KPIs to drive the right behaviors, we would like to hear them.
- You can interact effectively with different audiences and at different levels
- You are curious to learn and have a desire to share your knowledge with others so that collective success is promoted
- You do not shy away from any opportunity for process improvements, even if it is unpopular, and demonstrate willingness to be part of the solution
- You are willing to performs other duties and functions as assigned
- Familiar with Software Development Lifecycle, Frameworks and Best Practices is a plus
- Experience with common support tools like Zendesk, Salesforce and Jira a plus
- Bachelor's/University degree or an equivalent qualification
- Business fluency in English and Mandarin, a third language like Japanese would be a plus as this role will be working with clients in the APJ region
- As we are supporting global customers, we are looking for people who is able to work shift timing if necessary.
- Customer obsessed and ability to deal with ambiguity
- Desire to work in fast-paced, start-up, challenging environment;
- Background in Computer Science, Engineering preferred