Customer Service Technical & Engineering Support Lead (China)

Location: Shenzhen, China; on-site customer support and travel are required as needed.

Company

hirify.global develops PC peripherals and collaboration products, with a focus on enabling collaboration, productivity, and play.

What you will do

• Own Tier 2 technical escalations for hirify.global’s iCafe business in China.
• Resolve complex issues involving gaming mice, keyboards, and headsets through remote and on-site troubleshooting.
• Advise iCafe customers on installation, firmware upgrades, hardware compatibility, device performance, and gaming experience optimization.
• Conduct on-site inspections and preventive maintenance based on performance data and failure trends.
• Support large-scale gaming peripheral deployments in collaboration with Sales and channel teams.
• Coordinate between major iCafe customers and internal Product, R&D, Engineering, and Support teams, converting field issues into engineering recommendations.

Requirements

• At least 5 years of experience in after-sales support, technical services, or engineering for PC hardware, gaming peripherals, or consumer electronics.
• Hands-on experience installing, maintaining, or troubleshooting gaming mice, keyboards, and headsets in iCafes, esports venues, electronics retail, or other large-scale environments.
• Knowledge of PC device drivers, gaming firmware updates, BIOS, hardware compatibility, and root cause analysis of hardware failures.
• Ability to diagnose peripheral issues in local networks, diskless systems, and server-client architectures.
• Experience supporting major B2B customers, managing hardware escalations, and handling customer expectations.
• Proficiency in both Mandarin and English is required. Willingness to travel on-site as needed.

Culture & Benefits

• Fast-paced, customer-facing environment focused on ownership, accountability, and proactive problem solving.
• Cross-functional collaboration with Support, Sales, Engineering, and Product teams globally.
• Inclusive and diverse workplace designed to support innovation and effective collaboration.
• Flexible working environments and comprehensive benefits that vary by location.
• Benefits and programs supporting physical, financial, emotional, intellectual, and social wellbeing.