Technical Support Engineer (Europe)

Key Responsibilities:

• Provide first-line technical support to customers via ticketing system, email, chat, ensuring timely and effective resolution of issues.
• Troubleshoot hardware and software problems related to Sunmi’s products.
• Document and escalate unresolved issues to the appropriate teams for further investigation.
• Educate customers on product functionality and usage.
• Collaborate with internal teams to identify and address recurring technical challenges.
• Maintain detailed records of customer interactions and support cases in the ticketing system.

Qualifications and Profile:

• IT and/or electronic education background
• Proven experience in technical support, IT helpdesk, or a related field.
• Strong problem-solving skills with a customer-first mindset.
• Excellent communication skills in English (both verbal and written). Chines is a plus.
• Knowledge of Android-based devices, POS, payment, networking and software security experience
• Familiarity with ticketing tools like Jira, or similar.
• Ability to work in a fast-paced, collaborative environment.
• Experience interfacing remote teams

Key Skills:

• Technical troubleshooting
• Customer service
• Communication and interpersonal skills
• Team collaboration
• Attention to detail