CX Technical & Engineering Support Lead (iCafe)

TL;DR

CX Technical & Engineering Support Lead (iCafe): Leading Tier 2 technical escalations and resolving complex post-sales challenges for the iCafe business with an accent on system stability and partner success. Focus on deep-dive troubleshooting of network topologies, diskless systems, and firmware optimization to improve product reliability.

Location: Hybrid in Shenzhen, China

Company

hirify.global is a global leader in design and connected devices, specializing in peripherals and gaming gear.

What you will do

• Manage and resolve complex Tier 2 technical escalations with full closed-loop accountability.
• Provide expert guidance on firmware, software compatibility, and gaming performance optimization.
• Conduct proactive on-site technical health checks for key iCafe accounts based on performance and failure trends.
• Perform deep-dive troubleshooting across iCafe infrastructures, including network topologies and diskless systems.
• Act as a technical advisor to Sales teams to support solution deployment and partner enablement.
• Translate field issues into structured feedback for R&D to influence product roadmaps and reliability.

Requirements

• 5+ years of experience in IT system integration, enterprise technical support, or hardware/software operations.
• Experience supporting iCafes, esports venues, or diskless system integration.
• Deep knowledge of PC peripherals, drivers, and firmware debugging processes.
• Expertise in enterprise network architectures, including VLANs, QoS policies, and router/switch configurations.
• Strong communication skills in both Mandarin and English are required.
• Ability and willingness to travel on-site for critical customer engagements.

Culture & Benefits

• Hybrid work model providing flexibility between remote and on-premises work.
• Inclusive and diverse global workplace culture.
• Comprehensive and competitive benefits packages tailored to location.
• Strong emphasis on physical, financial, emotional, and social wellbeing.