Customer Technical Support Engineer

KIWIBIT INC; Irvine (CA); Hybrid; USD 70,000 - 90,000; Full time

Job summary

KIWIBIT INC is seeking a Technical Support Engineer in Irvine, California, to join their smart home solutions team. This hybrid role involves analyzing and resolving complex hardware and software issues while collaborating with R&D and customer service teams. Successful candidates must have a Bachelor's degree in a relevant field and experience in technical support within the consumer electronics industry. The position offers opportunities to drive product improvement and communicate directly with users to enhance overall service quality.

Qualifications

• Bachelor’s degree or above in engineering, electronics, computer science, or a related technical field.
• Proven experience as a Technical Support Engineer or similar role in smart home or consumer electronics.
• Strong hands-on troubleshooting skills with hardware and software.

Responsibilities

• Act as the technical expert for escalated customer support cases.
• Conduct in-depth root cause analysis and develop solutions.
• Collaborate with R&D to optimize and improve products.

Skills

Troubleshooting and problem-solving skills

Communication of complex technical concepts

Smart home product knowledge

Experience with IoT protocols

Cross-functional team collaboration

Education

Bachelor's degree in engineering or related field

Job description

Job Description

Job Description

PLEASE NOTE THIS IS A HYBRID POSITION, MUST BE ON SITE IF NEEDED.

Position Overview

We are seeking a skilled Technical Support Engineer to join our global smart home solutions team, supporting users in the United States. As a key technical escalation point, you will work closely with customer service and R&D to analyze, reproduce, and resolve advanced product issues that cannot be solved by first-line support. This role is instrumental in driving product improvement and delivering high-quality smart home solutions to our customers.

Key Responsibilities

• Act as the technical expert for escalated customer support cases, analyzing, reproducing, and resolving complex hardware and software issues.
• Conduct in-depth root cause analysis and develop solutions or workarounds for technical problems reported by users.
• Collaborate closely with R&D to communicate user issues and proactively participate in optimizing and improving hardware and software products.
• Document troubleshooting steps, findings, and solutions in a clear, organized, and detailed manner.
• Provide technical guidance and training to customer service teams to elevate overall support capabilities.
• Support beta test programs, including analyzing technical feedback and resolving challenges encountered during user testing.
• Communicate directly with users as needed to gather additional technical details, verify solutions, or demonstrate product fixes.

Requirements

• Bachelor’s degree or above in engineering, electronics, computer science, or a related technical field.
• Proven experience as a Technical Support Engineer, Product Support Engineer, or a similar role in the smart home or consumer electronics industry.
• Strong hands‑on troubleshooting and problem‑solving skills with both hardware and software.
• Solid understanding of smart home products, IoT protocols, networking, and mobile applications.
• Proficient in documenting technical issues and clearly communicating complex technical concepts in English.
• Experience working with cross‑functional teams, including R&D, Product, and Customer Support.
• Self‑motivated, highly organized, able to work independently and drive technical issues to resolution.

Company Description

Join a global leader in cloud-native solutions and IoT innovation, driving secure and scalable platforms across industries. We collaborate closely with international partners, including China-based teams, to deliver cutting‑edge technologies for connected ecosystems.

Company Description

Join a global leader in cloud-native solutions and IoT innovation, driving secure and scalable platforms across industries. We collaborate closely with international partners, including China-based teams, to deliver cutting‑edge technologies for connected ecosystems.