Senior Technical Support Engineer

5-7 Years

This job is no longer accepting applications

Job Description

Key Responsibilities

Technical Support & Debugging:

Provide expert-level remote and on-site support for Android OS, application issues, and system integration.
Perform advanced debugging using tools such as ADB, logcat, dumpsys, and bugreport.
Resolve hardware-related issues with USB, WiFi, and Bluetooth interfaces.

Field Deployment & Integration

Lead end-to-end deployment lifecycle, including evaluation, system setup, and validation at customer sites.
Perform hands-on testing and debugging across devices, firmware, and third-party modules.
Support multi-device or cross-platform integrations during live rollouts.

SDK Development & Integration Support

Assist customers with integrating company SDKs into Android apps, troubleshooting APIs, and testing SDK compatibility.
Support internal SDK development with clean interface design, documentation, and release testing.

Technical Enablement & Documentation

Conduct technical training, onboarding workshops, and field enablement sessions for customers.
Create and maintain integration guides, troubleshooting manuals, and SDK usage documentation.

Cross-Team Collaboration

Work closely with internal Product, Engineering, and QA teams to relay field issues and improve product reliability.
Participate in internal feature testing, platform validation, and release readiness reviews.

Working Hours & Travel

Shift work (3:00pm-12:00am / 12:00 AM 9:00 AM) is required to support customers in global time zones.
Occasional travel for on-site customer support, system deployments, and field testing (estimated up to 10%).

Requirements

Education:

Bachelor's degree in Computer Science, Electrical Engineering, or a related technical field.
Master's degree or Android-related certifications (e.g., AAD) is a plus.

Experience

Technical Skills

Expertise in Android debugging tools: ADB, logcat, dumpsys, bugreport, and shell commands.
Strong hands-on experience with Android Studio, including Java/C++ debugging and performance profiling.
Familiarity with Android SDK structure, API integration, versioning, and release lifecycle.
Understanding of OTA update flow: payload packaging, update validation, recovery mechanisms.
Experience with web/cloud technologies: Node.js, REST APIs, Firebase, AWS.
Added Advantages:

Scripting in Python for automation/testing
Experience with TypeScript in frontend or hybrid mobile frameworks
Database experience (e.g., SQLite, MySQL)
Understanding of OTA firmware update flows, including packaging, delivery, validation, and rollback
Exposure to real-world OTA testing scenarios in collaboration with QA and firmware teams
Bilingual proficiency in English and Chinese, to support cross-regional collaboration and customer communication.

Soft Skills

Excellent verbal and written communication skills, especially in customer-facing environments.
Ability to manage multiple priorities independently under minimal supervision.
A proactive, analytical mindset with a strong commitment to customer success.