Sales & Customer Service

Technical Support Engineer

Sales & Customer Service
Taipei, Taiwan

Department Info

Synology is a global technology leader empowering millions of users—from small businesses to large enterprises. Our products range from advanced storage systems and backup solutions to cutting-edge cloud services. With a steadfast commitment to innovation, we are setting the standard for tomorrow's digital world, ensuring our customers' data is secure, accessible, and maximized to its full potential.

Our Technical Support and Service Department plays a crucial role in our success. This devoted crew empowers users, guiding them towards success, and transforming potential roadblocks into moments that solidify trust.

As a Technical Support Engineer at Synology, you are the vital connection between our solutions and our users, delivering timely and precise support. Your role will involve deftly handling tech hurdles and ensuring users' concerns are resolved to satisfaction. Step into a role where every exchange is an opportunity to strengthen trust and foster long-term user relationships.

Job Description

Key Responsibilities:
- Troubleshoot complex technical issues, providing clear solutions that enhance customer satisfaction, even when faced with limited information
- Provide exceptional technical support across various communication channels including live chat, phone, and email
- Gather and organize user feedback with attention to detail, aiding our ongoing efforts for improvement
- Quickly identify and recognize emerging issue patterns within our user base


You are expected to have:
- Proficiency in English, with a TOEIC score surpassing 700, and fluent in Mandarin
- Adaptable to both independent work and collaborative team interactions, with the ability to think autonomously and reach out to other teams when necessary
- A genuine interest and passion for data storage and networking technologies
-Proactive in keeping up with technological advancements, showing a readiness to learn and adapt to new ideas

We are additionally targeting candidates with:
- Familiarity with Linux and Shell Script
- Prior experience in customer support or related roles
- Skilled in producing technical documents and promoting knowledge sharing within the team
- Proficiency in other relevant areas, such as data management, network connectivity, virtualization, cloud or backup solution

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