Technical Support Engineer L1

MANDARIN SPEAKING TECHNICAL SUPPORT ENGINEER LEVEL 1
Objective
• Focus on ticket-based technical support
• Follow defined standard operating procedures (SOPs) and the Knowledge Base (KB)
• Escalation-based role; not responsible for independent technical or architectural decisions
Key Responsibilities
• Handle Level 1 to Level 2 technical support tickets through a ticketing system
• Perform troubleshooting based on documented procedures and internal knowledge base
• Log, document, and escalate issues clearly and accurately
• Meet service-level agreement (SLA) response and resolution targets (5x8 schedule)
• Maintain complete and consistent ticket documentation
• This role does not include presales activities, proof-of-concept ownership, or solution/architecture design
Language Requirements
• Ability to read and write in English and Mandarin
• Capable of understanding technical documentation and conducting basic communication via em...