Customer Service Technical & Engineering Support Lead (China) ID213697

该职位来源于猎聘 The Role: As the CX Technical & Engineering Support Lead for iCafe in China, you are the core technical support leader for Logitech’s iCafe business. You own Tier 2 technical escalations, resolve complex post sales challenges, and act as a key technical liaison between customers and internal engineering teams. This role is critical to maintaining system stability, optimizing performance, and strengthening long term partner success within the iCafe ecosystem. Your Contribution:

• Own and resolve complex Tier 2 technical escalations with full closed loop accountability from intake through final resolution
• Provide expert guidance on firmware, software compatibility, and gaming performance optimization to safeguard the end user experience
• Conduct proactive on site technical health checks for key iCafe accounts based on performance data, failure trends, and deployment insights
• Perform deep dive troubleshooting across iCafe infrastructures, including network topologies, server configurations, diskless systems, and hardware environments.
• Act as a technical advisor to Sales teams, supporting solution deployment and partner enablement
• Translate field level issues into structured feedback for R&D, influencing product reliability, performance improvements, and future roadmap decisions. Your Qualifications and Skills:
• 5+ years of experience in IT system integration, enterprise technical support, or complex hardware/software operations
• Experience supporting iCafes, esports venues, diskless system integration, or large scale B2B environments strongly preferred
• Strong knowledge of PC peripherals, drivers, and firmware development or debugging processes
• In depth understanding of iCafe and enterprise network architectures, including VLANs, QoS policies, and router/switch configurations
• Proven ability to diagnose and resolve complex, non standard technical issues using structured root cause analysis
• Strong communication skills in Mandarin and English with the ability to translate technical detail into clear, business relevant insights
• Willingness to travel on site as needed to support critical customer engagements Additional Information This is a customer facing role in a fast paced environment that values ownership, accountability, and proactive problem solving You will collaborate cross functionally with Support, Sales, Engineering, and Product teams on a global scale Logitech is committed to building a diverse, inclusive, and innovative workplace where people can do their best work