Technical Support Engineer

Cobo is a trusted leader in digital asset custody and wallet infrastructure solutions. Founded in 2017 by blockchain pioneers, Cobo is trusted by more than 500 organizations worldwide, safeguarding billions of dollars in assets with a zero-incident security track record.

Today, Cobo provides the industry’s only unified digital asset wallet platform that integrates all 4 wallet technologies in one place – Custodial Wallets, MPC Wallets, Smart Contract Wallets, and Exchange Wallets. By combining a comprehensive suite of wallet solutions with advanced risk controls and developer tools, Cobo empowers organizations and developers to innovate and scale with ease.

Visit www.cobo.com for more information.

Introduction:
The Technical Service Engineer collaborates closely with the Customer Success Manager, responsible for providing technical support, troubleshooting, and maintenance to ensure timely resolution of customer issues and enhance customer satisfaction.

Job Responsibilities:

• Technical Support: Provide post-sales technical support to customers, addressing technical issues encountered during product usage.
• Troubleshooting: Diagnose and resolve technical faults encountered by customers promptly, ensuring timely and effective resolution of issues.
• Customer Training/Communication: Provide technical communication and training on product usage to customers, ensuring rapid resolution of basic technical issues.
• Feedback Handling: Collect and organize customer feedback, relay customer opinions and suggestions to relevant departments, and drive product and service improvement and optimization.

Job Requirements:

• Work Experience: Over 3 years of experience in after-sales service or technical support, with preference given to those with SaaS after-sales service experience.
• Familiarity with blockchain technology and related products, understanding of SaaS system operation and maintenance is preferred.
• Excellent troubleshooting and problem-solving skills.
• Proficiency in two or more of the following languages: Python, Go, Java, PHP, JavaScript. Proficient in using various technical support tools.
•  Good communication skills and customer service awareness, fluent in English and Mandarin.
• Team player with the ability to work under pressure.
• Strong learning and adaptability, able to quickly grasp new knowledge and skills.