Job Description
Overview
- Be responsible for troubleshooting, problem location and resolution of ZStack products through remote means, including product configuration, performance bottlenecks, compatibility issues, etc. Independently handle medium and low complexity issues, and escalate complex issues to senior engineers / R&D teams according to the process.
- Be responsible for the full life cycle follow-up of technical issues, timely synchronize the progress of problem investigation, solutions and subsequent prevention suggestions to customers, ensure the closure of issues, and enhance customer satisfaction.
- Collaborate with the ZStack technical support team and R&D team, feedback product issues from customers, participate in the verification and follow-up of product issues, and assist in product optimization.
- Participate in the construction and maintenance of the internal technical knowledge base, write fault reports, troubleshooting manuals, and technica...
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