資深 FAE, Sr. Field Application Engineer (CX) - myViewBoard

We are looking for an experienced software expert with a strong technical background and a customer-centric mindset to deliver value to join our PGCX team. This role demands a proactive individual comfortable working in fast-paced environments with global customers and project-based cross-team communications. The duty of an PGCX FAE is identifying technical issues related to web-based streaming app, internet systems, and Android MDM products to perform troubleshooting and elevate customer satisfaction.

[Responsibilities]

• Handle escalations: Respond to high-priority or complex issues escalated from frontline (L1) support or regional technical teams (L2).
• Support ticket management: Respond to global customer inquiries through ticketing systems like Freshdesk or Azure DevOps. Prioritize and manage cases effectively to ensure timely resolution.
• Customer feedback loop: Collect, analyze, and communicate customer feedback to PM and R&D to escalate product issues and add customer's voice to the myViewBoard ecosystem.
• Deliver technical training and workshops: Conduct hands-on training, webinars, and knowledge-sharing sessions for internal teams (L1, L2 support) to increase troubleshooting efficiency and product knowledge.
• Agile Lifecycle: Engage in Agile development cycles, participate in sprints, and review product releases. Proactively provide insights based on customer issues to refine upcoming features or releases.
• Comfortable with cross-functional collaboration in English, in a fast-paced, constantly evolving settings that require both technical expertise and clear communication across organizations.

[Basic Qualifications]

• 2+ years of experience in a field application engineering (FAE), customer support engineer, or CX role at a global technology company, ideally in customer-facing environments.
• Strong knowledge of networking protocols (TCP/IP, HTTP/S, DNS), WebRTC, web-based troubleshooting, and Android development/debugging tools (ADB, Android Studio).
• Hands-on experience with debugging tools: WireShark, Fiddler, Postman, Android Logcat, browser DevTools, etc.
• Strong problem-solving skills: Ability to break down complex problems into actionable solutions, with proven experience handling multi-level technical escalations.
• Fluent in written and spoken English

[Preferred Qualifications]

• Bachelor's or Master’s degree in Computer Science, Engineering, or MIS, or equivalent practical experience in tech support or field engineering roles.
• Experience with network security: Understanding of VPNs, firewall configurations, proxy settings for enterprise-level deployments.
• Knowledge of Microsoft Azure products: Experience working with cloud infrastructure, storage solutions, and AD is a plus.