Save Job Back to Search Job Description Summary Similar Jobs An international technology company It supports Chinese automotive companies in expanding overseas About Our Client A location data and technology platform company. Empower customers to achieve better outcomes - from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely. Job Description Serving as the primary point of contact for product technical support across the customer lifecycle. Providing expert, fast, and effective resolution to technical issues; driving issues to closure. Supporting developers using APIs; creating code samples, tutorials, and technical articles. Managing incident escalation and facilitate root cause analysis (RCA) and incident response. Helping to deploy and improve human-in-the-loop (HITL) Technical Support Engineer (TSE)-assist capabilities where AI drafts first responses and the TSE reviews/edits/regenerates before sending. Helping operationalize chat-to-ticket creation with context capture (chat transcript, user context, logs/screenshots/code when available). Supporting the build/validation of prioritized intents (prioritized use case) with clear success criteria and fallback to ticket creation. Evaluating and/or building AI models and agent workflows that support scenarios (retrieval and answer drafting, routing, escalation automation). Defining and validating quality controls (grounding, confidence signals, safe escalation boundaries) and contributing to continuous improvement loops. Improving product and support experience by providing customer insights and requirements for new features. Driving continuous improvement and implementing corrective actions on incident learnings. The Successful Applicant A successful Lead Technical Support Engineer should have: A degree in software engineering, information systems or in related fields 8+ years of relevant technical experience in software engineering and/or technical customer support, technical consulting, or similar customer-facing roles. Hands-on troubleshooting and software debugging experience in multi-user, high-availability platforms. Programming skills (Python/Java required; C/C+/Scala a plus) and ability to produce code samples and automation. Hands-on AI experience: building/evaluating ML models and/or agent workflows; familiarity with retrieval-based systems and evaluation/quality approaches. Experience with LLM tooling, prompt engineering, RAG, or agent frameworks; comfort setting guardrails and measuring answer quality. Experience with APIs and cloud environments; ability to reason about security/privacy boundaries when using AI assistance. Strong communication skills in Mandarin and English Linux/Unix and SDK (iOS/Android) experience is nice to have. Experience integrating chat workflows with ticketing systems (e.g., SNOW) and capturing context/attachments. Up to ~20% travel as required for Customer workshops, integration milestones, and key program events. What's on Offer Comprehensive benefits package to support your well-being. Opportunities for professional growth and career development. Be part of a forward-thinking organisation in the technology and telecoms industry. Collaborative and inclusive workplace environment in Shanghai. If you're ready to take the next step in your career as a Lead Technical Support Engineer, apply now to join this exciting team! Contact Handy Zhao Quote job ref JN-062026-7031708 Phone number +862160268056 Job summary Function Technology Specialisation IT Support What is your area of specialisation? Technology & Telecoms Location Shanghai Contract type Permanent Consultant name Handy Zhao Consultant phone +862160268056 Job Reference JN-062026-7031708 Work from Home Work from Home or Hybrid
