🕒 4 days ago
Administer and secure the Microsoft 365 environment, resolve escalated regional IT issues, manage user and device lifecycles, and support audit readiness, compliance, automation, and recovery.
Tech Support L1/L2 Server(Mandarin)
📅 Dec 11, 2025
Backup And RecoveryDisaster RecoveryWindows ServerLinux
📜 Description
- Troubleshoot customer issues across backup and recovery products remotely and on-site.
- Diagnose software, hardware, networking, and application problems using remote support tools.
- Monitor backup operations, disaster recovery plans, and storage utilization.
- Document procedures, support cases, and customer solutions; perform root cause analysis and escalate bugs.
- Support product labs, simulations, and beta testing, and coordinate advanced troubleshooting with engineering and product teams.
- Provide customer support by phone, email, and online forums.
🛠️ Requirements
- Bachelor's degree in Computer Science, Information Technology, or equivalent relevant experience.
- 3-5 years' experience in technical or customer support; enterprise backup and recovery experience preferred.
- Hands-on software expertise and experience implementing, configuring, and monitoring enterprise backup solutions.
- Troubleshooting experience with Windows Server, Linux, VMware or Hyper-V, and networking fundamentals.
- Strong written and verbal communication skills in English and Chinese or Japanese.
- Mandatory skills: AD, Microsoft SQL, MongoDB, Tomcat, and SAML.
Full job description
The Technical Support Engineer provides expert technical support to enterprise customers for backup, recovery, and data management suite. This position requires proficiency in troubleshooting, remote problem solving, and strong communication skills for resolving complex technical issues involving backup infrastructures and disaster recovery.
Key Responsibilities
1. Troubleshoot and resolve customer issues for the full suite of backup and recovery products, both remotely and on-site.
2. Diagnose and resolve software, hardware, networking, and application problems using remote desktop and support tools.
3. Manage and monitor backup operations, disaster recovery plans, and storage utilization, ensuring efficiency and reliability.
4. Document technical procedures, support case notes, and solutions for customer issues.
5. Perform root cause analysis and escalate software bugs or product enhancements as needed.
6. Contribute to labs, simulations, and product beta testing initiatives.
7. Provide best-in-class support via phone, email, and online forums, maintaining high customer satisfaction.
8. Coordinate with product development and engineering teams for advanced troubleshooting and resolution.
9. Maintain up-to-date knowledge of changes in products, emerging backup technologies, and compliance requirements.
Requirements
1. Bachelor’s degree in Computer Science, Information Technology, or equivalent relevant experience.
2. Minimum 3-5 years’ experience in technical/customer support, preferably within enterprise data backup and recovery environments.
3. Solid hands-on expertise with software; familiarity with alternative backup tools like Veritas, Veeam, NetBackup, or Avamar is a plus.
4. Strong troubleshooting skills in Windows Server, Linux, VMware/Hyper-V, and networking fundamentals[2][1].
5. Experience with implementation, configuration, and monitoring of enterprise backup solutions.
6. Excellent written and verbal communication skills – English and Chinese or English and Japanese
Desired Skills
1. Suite (Backup, Restore, Disaster Recovery)
2. VMware, Hyper-V administration
3. Data backup and archive management
4. Technical and incident documentation
5. TCP/IP, DNS, and network troubleshooting
6. Disaster recovery planning and testing
7. Customer-first attitude and problem-solving mindset.
Mandatory skills:
- AD,
- Microsoft SQL, Mongo DB,
- Tomcat, SAML
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