Technical Support Engineer

CYC MOTOR LTD; Sha Tin; On-site; HKD 180,000 - 260,000; Full time

Job summary

CYC MOTOR LTD in Hong Kong is seeking a proactive Customer Support Specialist to assist EV enthusiasts and engineers with technical inquiries. You will diagnose hardware and software issues, guide users via email, and help maintain a robust knowledge base.

You will work closely with internal teams on feedback, RMA/testing procedures, and logging issues, with fluent English required and an interest in cycling or EV a plus. Recent graduates welcome; 1–2 years of experience preferred.

Qualifications

• Native-level or fluent English communication skills, both written and verbal.
• Ability to explain technical concepts to customers with varying skill levels.
• Strong diagnostic and troubleshooting abilities for software/hardware issues.
• Comfort with using hand tools and basic mechanical concepts.
• Proactive, detail-oriented with ownership of issues.

Responsibilities

• Respond to customer technical inquiries via helpdesk and email in English.
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical problems.
• Reproduce customer environment and run tests.
• Guide users through actions via email and escalate unresolved issues.
• Maintain a knowledge base of FAQs and known issues.
• Assist internal teams with feedback and RMA/testing procedures.

Skills

Fluent English

Technical support

Troubleshooting

Documentation

Hardware knowledge

Job description

CYCMOTOR was founded by bike and MTB enthusiasts to reinvent electric bike systems. We build high-performance drive systems that turn ordinary bicycles into powerful electric machines—trusted by riders in over 20 countries and by e-bike manufacturers worldwide.

As part of CYC Technology Group https://cyc-technology.com, alongside EBMX, BONNELL, and Ristretto, we cover the full e-mobility spectrum, from ultra-efficient drive systems to premium electric motorcycles. With global offices across Hong Kong, mainland China, Australia, and the US, and a team of over 130 passionate professionals, we move fast, collaborate closely, and thrive on impact.

We are now expanding our Hong Kong team to support the group's continued international growth. Come and join our exciting journey!

Key Responsibilities

Responding to customer technical inquiries via helpdesk and email, delivering clear, friendly, and professional support in English.

Researching and identifying solutions to software and hardware issues.

Diagnosing and troubleshooting technical issues.

Reproducing the customer environment and running tests.

Guiding users through a series of actions via email.

Properly escalating unresolved issues to appropriate internal channels.

Setting up, organizing, and maintaining a comprehensive knowledge base of FAQs, known issues, and step‑by‑step guides, ensuring all issues are properly logged.

Assisting the relevant internal teams with feedback.

Assisting with RMA and testing procedures.

Requirements

Native‑level or fluent command of English, both written and verbal, with strong communication skills; additional languages are an advantage.

Flexible, proactive, detail‑oriented, and eager to contribute, with strong common sense.

Ability to explain technical concepts clearly to customers with various skill levels.

Mechanical aptitude: basic mechanical knowledge and comfort using hand tools.

Electrical/electronic fundamentals: basic understanding of wiring, connectors, controllers, and battery systems.

Excellent client service skills, a proactive approach, and the ability to take ownership of issues as they arise.

Interest or experience in EV, Cycling, and/or MTB is an advantage.

1–2 years of experience in a similar role preferred (recent graduates also welcome to apply).