Support Engineer

• This job opening for a position of Support Engineer.
• We prefer that you work in our Taipei office. We will relocate you if needed.
• If you are an exceptionally qualified individual, we will be willing to consider a remote working arrangement.
• This job requires native or equivalently flawless English speaking and writing abilities.
• To do this job well, you will need to have a broad understanding of computer hardware, networking, programming, and IT.

Who We Are

Tibbo Technology designs, manufactures, and markets programmable embedded modules, boards, and controllers for the IoT and automation industries. The company also offers comprehensive development tools enabling rapid application creation for its hardware.

Tibbo Support Engineer: The Job Description

We provide most of our technical support through email. We use Zendesk as our ticket tracking system. "Chat" and "voice" support situations are somewhat infrequent, although these happen regularly as well. Our standard is to send the first meaningful reply in one business day, have a one-touch resolution for most support cases, and resolve complex issues within a week.

If you've ever worked in a support role, you already know that you can't resolve some issues alone. This is why this job will require you to be an efficient connector between the people you help — our customers — and our engineering team. On a formal level, this means that you will need to make sure that our engineers and managers are aware of existing unresolved issues. On a more informal level, you must feel like you represent and even defend Tibbo customers before Tibbo engineers, salespeople, and management. To be an effective support engineer, you must be on our customer's side. You are their representative, their champion, and the keeper of promises Tibbo makes to them.

Another, often overlooked, aspect of the support work is the ability to recognize potential sales opportunities behind the support requests. In this regard, you must also be an efficient connector between our customers and our sales department.

Finally, as our Support Engineer, you will be dealing with RMAs (Return Merchandise Authorizations). Tibbo products do not fail very often, but when they do, we must provide a first-class service. You will have the authority to determine if the customer's device is broken and requires replacement or repair. Depending on the situation, you may decide to send "your" customer a new unit. Sometimes you will determine that our engineers must inspect the failed unit and issue an RMA.

We Hire for the Long Haul

People who join Tibbo will typically stay with us for a very long time. We have employees who have been working here for 20 years. Attrition is low, and we actively avoid hiring "job butterflies" (people who quickly jump from job to job).

We Hire for Attitude

Attitude is everything. It is OK if there are some things you don't know. If you are willing to learn, we will be open to giving you a shot at this job. This said, please note that ...

... You Must Be Able and Willing to Work With Your Hands

For many modern-day professionals, the only tools familiar to them are their keyboard and mouse. As our Support Engineer, you will be required to "work with your hands." It will be necessary for you to connect wires, create test rigs, assemble and disassemble "systems,"" and so on (and this is why it's a challenge to do this work remotely). So, please keep in mind that this job is not just about sending polite answers to customer questions.

Good English Writing is a Must

Many Asian companies communicate in a pseudo-English that has nothing to do with the "real thing." Their literature is incomprehensible, and when you ask a question, you often get a poorly thought-through answer written in broken English. Insufficient language skills often result in crude, even rude, writing, although no disrespect is usually meant.

Here at Tibbo, we recognize the importance of polishing our written communications skills. We expect you to understand the nuances of English business and technical writing. We offer you the tools to improve your skills (for example, a lovely AI system called Grammarly). We expect you to pay attention not only to what you write but also to how you write it. That is, the "delivery" and the "modality" of your messages matter as much as their content.

Your Background and Skills

We are looking for caring, people-oriented candidates with native or equally flawless English skills and a background in electronics engineering ("double-E"), programming, or IT. Our ideal candidates were born in an English-speaking country or have lived in an English-speaking country (for example, studied in the U.S. or Canada). This said, we recognize that some excellent English speakers have never set foot in an English-speaking country.

Finally, You Must Be Kind

In this job, genuine kindness is everything. Too much of the technical support in the world is offered in a perfunctory, disingenuous, and uncaring way. At Tibbo, be ready to take excellent care of our (your) customers, understand their needs, their difficulties, listen to and resolve their grievances. Be their champion!

Are You Interested?

Send an email to dima@tibbo.com. Include your resume, and we will contact you to set up an interview on Google Meet.