Go on site for issues that can't be reproduced remotely, such as printers dropping orders or intermittent network problems; capture logs and network packets and debug in the real customer environment
Build and maintain test environments in our Chicago office and warehouse, and run joint debugging sessions with engineers in China
Test devices returned from the field, run stability and stress tests, identify failure patterns and drive product improvements
Manage RMA repair processes, from software and hardware diagnosis to repair or replacement decisions
Learn our front-of-house hardware in depth (tablets, printers, card readers, kiosks, KDS, routers) and turn field knowledge into documentation and feedback for the team
Work closely with our support and tech teams to understand real customer scenarios and make sure field problems get solved at the root
What You Bring
5+ years of technical support experience in the hardware or electronics industry (required)
Fluent Mandarin Chinese and English, comfortable doing technical discussions with engineers in China (required)
Strong software and hardware diagnostic skills, with the ability to isolate whether a problem is device, network or software related
Hands-on RMA and repair experience
Network troubleshooting skills, including log analysis and packet capture (e.g. Wireshark)
Based in Chicago or willing to relocate; valid driver's license for site visits
Nice to Have
Restaurant or retail POS hardware experience
Experience building test environments or running stability and reliability tests
Basic electronics diagnosis with a multimeter and schematics
Experience working with hardware suppliers or manufacturers in China
What We Offer
A fair compensation package
Medical, dental, and vision insurance
401(k)
100% employer-paid Short-Term Disability (STD)
100% employer-paid Life Insurance and option for additional employee-paid Life Insurance
100% employer-paid Accidental Death and Dismemberment (AD&D) Insurance and option for additional employee-paid AD&D Insurance
Company holidays
Birthday off
Paid Parental Leave
Flexible Paid Time Off (PTO)
Employee Assistance Program (EAP)
Base salary range: $70,000–$100,000 per year, based on experience and skills.
