Key Responsibilities:
- Receive and address technical issues related to the customer’s MES system (including functional anomalies, performance bottlenecks, integration failures, etc.), providing timely support remotely or on-site;
- Conduct in-depth analysis of logs, network configurations, databases, and system settings to identify root causes and deliver effective solutions or temporary workaround;
- Collaborate closely with product development, implementation delivery, and quality assurance teams to facilitate the reproduction, resolution, and regression validation of complex issues;
- Accurately document each support ticket in the customer service system to ensure full traceability, auditability, and post-incident review capability;
- Proactively identify recurring issues and systemic risks, distill best practices, and update the knowledge base and FAQs to enhance overall team support efficiency;
- Assist customers with operational tasks such as patch installation, minor version upgrades, and configuration adjustments;
- Provide system usage guidance or basic training to key customer users or IT teams when necessary;
- Maintain regular communication with customers, proactively updating them on issue resolution progress to build long-term trust.
Requirements
Qualifications:
- Bachelor’s degree or higher in Computer Science, Software Engineering, Network Engineering, or a related field;
- Minimum of 2 years of experience in IT application support, post-sales support for large-scale business systems, or operations and maintenance of manufacturing information systems;
- Prior experience in MES (Manufacturing Execution System) technical support is preferred;
- Familiarity with discrete manufacturing business processes in industries such as semiconductors, electrical equipment, or medical devices is a plus;
- CET-6 (College English Test Band 6) or above, with strong spoken and written English communication skills;
- Demonstrated teamwork orientation and interpersonal communication abilities, with the capacity to thrive in cross-functional collaboration settings.
Benefits
We offer:
- Statutory social insurance and housing fund, supplementary medical insurance, and children's medical insurance.
- Regular health check-ups, 13th-month salary, performance bonuses, and holiday gifts.
- An innovative, agile, and inclusive work environment.
- Opportunities for international team collaboration and career development.
- A corporate culture that supports continuous learning and professional growth.