資深 FAE, Sr. Field Application Engineer - myViewBoard PGCX

We are looking for an experienced software expert with a strong technical background and a customer-centric mindset to deliver value to join our PGCX team. This role demands a proactive individual comfortable working in fast-paced environments with global customers and project-based cross-team communications. The duty of an PGCX FAE is identifying technical issues related to web-based streaming app, internet systems, and Android MDM products to perform troubleshooting and elevate customer satisfaction.

[Responsibilities]

• Handle escalations: Respond to high-priority or complex issues escalated from frontline (L1) support or regional technical teams (L2).

• Support ticket management: Respond to global customer inquiries through ticketing systems like Freshdesk or Azure DevOps. Prioritize and manage cases effectively to ensure timely resolution.

• Customer feedback loop: Collect, analyze, and communicate customer feedback to PM and R&D to escalate product issues and add customer's voice to the myViewBoard ecosystem.

• Deliver technical training and workshops: Conduct hands-on training, webinars, and knowledge-sharing sessions for internal teams (L1, L2 support) to increase troubleshooting efficiency and product knowledge.

• Agile Lifecycle: Engage in Agile development cycles, participate in sprints, and review product releases. Proactively provide insights based on customer issues to refine upcoming features or releases.

• Comfortable with cross-functional collaboration in English, in a fast-paced, constantly evolving settings that require both technical expertise and clear communication across organizations.

[Basic Qualifications]

• 2+ years of experience in a field application engineering (FAE), customer support engineer, or CX role at a global technology company, ideally in customer-facing environments.

• Strong knowledge of networking protocols (TCP/IP, HTTP/S, DNS), WebRTC, web-based troubleshooting, and Android development/debugging tools (ADB, Android Studio).

• Hands-on experience with debugging tools: WireShark, Fiddler, Postman, Android Logcat, browser DevTools, etc.

• Strong problem-solving skills: Ability to break down complex problems into actionable solutions, with proven experience handling multi-level technical escalations.

• Fluent in written and spoken English 

[Preferred Qualifications]

• Bachelor's or Master’s degree in Computer Science, Engineering, or MIS, or equivalent practical experience in tech support or field engineering roles.

• Experience with network security: Understanding of VPNs, firewall configurations, proxy settings for enterprise-level deployments.

• Knowledge of Microsoft Azure products: Experience working with cloud infrastructure, storage solutions, and AD is a plus.

• 以此連結投遞之求職者，將優先審核履歷：
  
  https://viewsonic.teamdoor.io/s/qin0hQYH

ViewSonic is committed to creating an inclusive and equitable workplace.
We believe in fostering an environment where every individual is valued and respected. Our hiring process is designed to be transparent, fair, and merit-based, ensuring equal opportunities for all candidates. ViewSonic does not tolerate discrimination of any kind, whether based on race, color, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other legally protected status.

If you need any support or adjustments during the application process, please let us know through the application form, and we will ensure a smooth and comfortable experience for you.