Technical Support Engineer, Software
On-siteSingapore, Singapore or Shanghai, Shanghai, China
Job Summary
Analyze, troubleshoot, and resolve escalated software incidents and customer-reported issues for ZEISS software products and connected IT environments. Act as the technical interface between 1st and 3rd level support, software development, product management, and global support functions. Utilize remote diagnostic tools to investigate system problems, manage incident documentation with defined escalation processes, and maintain the knowledge base to enable sustainable knowledge transfer. Stay current with product updates and support procedures while traveling domestically and internationally for critical cases. Requires a Bachelor's degree in a technical field, five years of software support experience, and fluency in Chinese and English.
Required Qualifications
- Bachelor's degree or above in Computer Science, Software Engineering, Metrology, Engineering, Information Technology, or a comparable technical field
- Fluent in spoken and written Chinese and English
- At least 5 years of experience in software support, metrology applications, quality assurance, or a comparable support environment
- Hands-on experience as a user, application engineer, or supporter of metrology software
- Proven ability to troubleshoot complex software and application issues
- Experience working with international development and support teams
- Strong customer orientation
- Excellent communication skills
- Ability to analyze system logs, reproduce software defects, and perform root cause analysis
- Familiarity with ZEISS software ecosystems and digital service platforms
- Experience with AI-based troubleshooting tools, data analytics platforms, and digital service solutions
Desired Qualifications
- overseas study or work experience
- Hands-on experience with ZEISS CALYPSO, ZEISS PiWeb, ZEISS INSPECT, or comparable industrial software solutions
- Experience working with international development and support teams
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