Technical Support

Exceptional Dental; Hong Kong; On-site; HKD 180,000 - 320,000; Full time

Benefits offered by this job

Year-end bonus

Medical coverage

Team lunches / company trips

Job summary

Create & Realize (C&R) is hiring a Technical Support specialist to deliver high-quality technical assistance for AI and system solutions. You will diagnose issues, visit data centers for hardware and infra maintenance, and communicate solutions clearly to customers in English and Chinese.

The role emphasizes empathy, problem-solving, and collaboration with engineering and product teams. Travel to client sites as needed is expected.

Qualifications

• Degree in CS/IT or related discipline.
• Experience in a customer-facing role and willingness to travel to data centers.
• Fluency in English and Chinese.
• Familiarity with APIs and cloud platforms (Cloudflare, Azure, AWS).
• Experience with Linux administration and shell scripting.

Responsibilities

• Diagnose, troubleshoot, and resolve technical issues related to workflows, integrations and system deployments.
• Conduct scheduled and ad-hoc visits to data centers to manage physical infrastructure, including server racking, cabling, and hardware troubleshooting.
• Respond to customer inquiries via support tools, email, and other channels, providing clear and timely solutions.
• Escalate complex issues to engineering or product teams while maintaining ownership of customer communication.

Skills

Server hardware knowledge

APIs & cloud platforms

Linux administration

Shell scripting

Customer-facing communication

Travel to data centers

Education

Bachelor's in Computer Science / IT

Tools

Cloudflare

Azure

AWS

Job description

Company Overview

Create & Realize (C&R) is a pioneering Artificial Intelligence and Software Development company with over a decade of transformative experience across Hong Kong, the United Kingdom and Singapore. Our vibrant, forward-thinking culture champions creativity, curiosity, and collaboration, empowering our team to turn visionary ideas into reality.

Why C&R?

At C&R, we live by our Core Values to:

• Uncover Truth through open, honest debates
• Amplify Knowledge by sharing ideas freely
• Lead with Vision through proactive innovation
• Build Community in a supportive, family-like environment

We're not just developing software - we're shaping the future of smart cities and revolutionizing industries through AI, leveraging cutting-edge technologies like Vibe Coding, Large Language Models (LLM), and Vision Large Language Models (VLLM). Join our passionate team to drive innovation and make the impossible possible!

We're Hiring: Technical Support

We are seeking a Technical Support to join our customer success team and play a critical role in delivering exceptional technical support for our AI and system solutions. This role is ideal for a process-oriented professional who is technically adept, customer-focused, and skilled at support tools. Your seniority will be determined by your experience and performance during our engaging interview process.

Job Highlights

• Diagnose and resolve technical issues related to AI, system workflows and integrations
• Perform on-site data center operations for server maintenance and hardware management
• Deliver high-quality customer experiences with empathy and expertise
• Competitive compensation with year-end bonus and comprehensive benefits

Responsibilities

Technical Support

• Diagnose, troubleshoot, and resolve technical issues related to workflows, integrations and system deployments according to procedures
• Conduct scheduled and ad-hoc visits to data centers to manage physical infrastructure, including server racking, cabling, and hardware troubleshooting
• Respond to customer inquiries via support tools, email, and other channels, providing clear and timely solutions
• Escalate complex issues to engineering or product teams while maintaining ownership of customer communication

Customer-Success Oriented Support

• Deliver a high-quality customer experience by empathizing with customer needs and ensuring their success with our AI solutions

Qualifications

Technical Expertise

• Basic knowledge of server hardware architecture and data center operations (cabling, racking, hardware replacement)
• Familiarity with APIs, cloud platforms (Cloudflare, Azure, AWS)
• Ability to analyze and troubleshoot technical issues with a solutions-oriented mindset
• Experience with Linux administration and shell scripting

Customer Success Focus

• Proven experience in a customer-facing role, with a passion for helping customers succeed
• Willingness to travel to data centers for on-site maintenance works as required
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences
• Fluency in English and Chinese

Education & Experience

• Degree, preferably in Computer Science, IT, or related disciplines

What Success Looks Like

• Customer issues are resolved quickly and effectively, with high levels of satisfaction
• Recurring technical issues are documented and addressed, leading to product improvements and fewer support cases over time

Your Benefits

At C&R, we invest in your growth and well-being:

• Competitive Compensation: Year-end/gratuity bonus
• Comprehensive Benefits: Medical coverage
• Team Bonding: Regular TGIF team lunches, happy hours, and company trips to Hong Kong, Singapore, or the UK
• Learning Opportunities: Free access to pre-approved Coursera courses and exclusive internal training programs focused on Vibe Coding, LLM, and VLLM