Technical Support Engineer - #2622021

About Kaytus

Kaytus is an international company with a significant presence across Europe, including operations in Germany, the United Kingdom, France, Finland, and among others. We are dedicated to delivering cutting-edge technology to our clients worldwide. Our core business revolves around servers and related solutions. With a commitment to digital technology innovation, Kaytus aims to drive sustainable development for enterprises through intelligent digital transformation, leading the industry with innovative approaches and actions. Our extensive European operations allow us to serve local clients more closely, respond to their specific needs, and showcase our technological prowess and capacity for innovation in a competitive market.

For more information about Kaytus, please visit our website at https://www.kaytus.com/.

Responsibilities

1. Provide support for product implementation, promptly resolve issues during implementation, and ensure the delivery of large-scale projects.
2. Offer technical support for complex faults escalated by frontline server engineers, provide solutions and follow up until the issues are fully resolved.
3. Manage after-sales service for customer-reported issues, strictly comply with after-sales service standards to ensure customer satisfaction; coordinate front-end and back-end resources, actively solve difficult customer problems and promote closed-loop resolution; monitor equipment failures and conduct equipment health management.
4. Collect customer feedback on services, gather serviceability issues and promote continuous product improvement to enhance overall product serviceability and maintainability. Establish a professional service image through effective communication with users, promptly feedback customer demands for products or other services to the back-end, and conduct customer service operations.
5. Respond promptly to customer needs for product commissioning, implementation and after-sales service; cooperate with the marketing team to handle and communicate on-site for customer emergencies.

Qualifications

1. At least 3 years of relevant experience in server technical support or system engineering, familiar with mainstream server hardware architectures, and capable of independently resolving complex hardware issues.
2. Solid foundation in network technologies, proficient in Windows/Linux operating systems and virtualization platforms (e.g., VMware), with the ability to perform system installation, fault analysis and application deployment.
3. Familiar with product development and service delivery processes; experience in cross-departmental communication and coordination is preferred. Familiarity with the IPD (Integrated Product Development) process is a strong plus.
4. Fluent in English (listening, speaking, reading and writing) to support multi-national customers and cross-border internal team collaboration. Proficiency in Chinese is an additional advantage.