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.
ViewSonic規劃符合組織與個人發展之學習方案，讓同仁充分發揮潛能與專業志趣。開放式的組織環境以及自由愉快的工作氣氛，帶領每一位員工盡情揮灑熱情並尋找到屬於自己的絕佳舞台。 具競爭力之薪資制度 公司提供具市場競爭力的薪資制度，並不吝與同仁分享營運上的績優表現。
ViewSonic規劃符合組織與個人發展之學習方案，讓同仁充分發揮潛能與專業志趣。開放式的組織環境以及自由愉快的工作氣氛，帶領每一位員工盡情揮灑熱情並尋找到屬於自己的絕佳舞台。
■ 具競爭力之薪資制度 公司提供具市場競爭力的薪資制度，並不吝與同仁分享營運上的績優表現。
正職員工享有：
-薪資14個月
-與獲利連結之員工績效獎金
■ 彈性的假勤制度：
-彈性上班時間早上8點至10點，可依照自己的生活習慣安排你的上班時間。
-一年7天有薪年假 -5天全薪病假
■ 福委會活動：
-規劃年度員旅補助、婚喪補助、年節獎金、特約商店、手作課程、公益捐血等活動，增進同仁間情感交流。
-10元販賣機(餅乾、零食、麵包、飲料)通通只要10元
■ 多元化的社團活動 瑜珈社、登山社、籃球社、羽球社、桌球社，還有更多的社團等你來發掘或組建。
■ 舒適的工作環境 寬敞明亮且具有設計感的工作環境，可使用一個以上的電腦螢幕，實現螢幕自由。
■ 員工健身房： 為您省去健身房月費，公司樓下就有健身房。重訓、有氧、舒緩等器材應有盡有。
■ 教訓訓練： 語言學習補助、證照補助、領導階程訓練課程等，不定期舉辦學習講座讓你也可以接收產業新知。
■ 獨創的藝文陶冶環境： 除了掛滿名家畫作的辦公環境外，不定期舉辦主題性知名畫家之畫作展覽，培養同仁的藝文氣息與美學觀念，鼓勵從藝術氛圍中激發創意。
■ 優惠的員購機會： 本公司各項產品均可洽詢員購優惠價格。
