Application Engineer (Software)

Title of Job

Application Engineer (Software)

Position Description

This position provides technical support to customers and helps end users resolve issues. The ideal candidate will bridge the gap between customer needs and engineering capabilities, providing technical expertise and support throughout both the sales and post-sales lifecycle.

Primary Objectives

Ensure customers feel well supported by Arbin professionals and maintain strong customer relationships. Act as a key channel for customer feedback and system issues, ensuring feedback is collected, discussed internally, and addressed appropriately.

Key Responsibility

• Provide engineering support for software products
• Understand system functionality, test features, troubleshoot issues, and perform basic debugging.
• Collaborate with R&D and cross-functional teams
• Support product setup, release, and ongoing operations. Assist with issue identification, root cause analysis, and timely resolution.
• Participate in testing and system validation
• Involve in functional testing, system validation, deployment, and maintenance to ensure reliability and performance in real-world environments.
• Support issue reproduction and defect resolution
• Analyze logs, reproduce issues, and collaborate with development teams to resolve software defects and improve product quality.
• Provide technical support to internal and external customers
• Perform problem diagnosis, provide usage guidance, manage issue escalation, and follow up to ensure effective resolution.
• Maintain technical documentation
• Document common issues, solutions, and support processes to improve efficiency and knowledge sharing.
• Handle customer communication (phone and email)
• Respond to customer inquiries, summarize issues, and capture feedback clearly.
• Analyze customer issues and provide solutions
• Collect necessary data and logs, identify root causes, provide solutions, and escalate issues to engineering when needed.
• Deliver remote support and training
• Provide troubleshooting and real-time training via phone or remote access tools.
• Perform onsite services
• Conduct system setup, calibration, troubleshooting, repair, and customer training as required.

• Collect and report customer feedback
• Gather feedback through calls, emails, and onsite visits, and summarize it for internal review and improvement.

• Support both sales and post-sales activities
• Provide technical support throughout the entire customer lifecycle.
  

Required Knowledge, Skills, And Abilities

• Familiarity with databases and basic SQL for data querying and troubleshooting.
• Strong problem-solving skills with the ability to diagnose and resolve technical issues.
• Good communication skills and ability to collaborate with internal teams and customers.
• Ability to use tools such as multimeters, oscilloscopes, and other common equipment.
• Ability to read and write technical documentation.
• Willingness to travel up to 25% as needed.
• Ability to communicate effectively, including presenting or speaking on camera when required.
• Strong learning ability and proactive attitude.
• Ability to handle multiple tasks efficiently.
• Basic knowledge of computer networks is preferred.
• Ability to lift up to 20 lbs.

Education and Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 0+ years of experience.
• Basic software development experience, with the ability to read and debug code.

Other Requirements

• Ability to travel domestically (coast-to-coast flights).
• Valid driver’s license and ability to drive independently.
• Bilingual (Mandarin and English) preferred.

Work Environment

Office, lab, facility, and onsite work combined.