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Customer Support Enablement & Readiness Lead (China) (iCafe)

Формат работы
onsite
Тип работы
fulltime
Грейд
lead
Английский
b2
Страна
China
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR
Customer Support Enablement & Readiness Lead (China) (iCafe): Building scalable technical training, certification, and knowledge systems for iCafe partners with an accent on new product introduction readiness, hardware and software troubleshooting, and partner self-sufficiency. Focus on translating complex engineering concepts into actionable content, measuring enablement adoption, and connecting Product, R&D, Sales, and Support teams.

Location: Shenzhen, China; onsite role.

Company

hirify.global develops collaboration, productivity, and gaming-related hardware and software products for customers worldwide.

What you will do

  • Own iCafe technical readiness throughout the New Product Introduction lifecycle in partnership with Product and R&D.
  • Translate complex engineering concepts into practical training materials and technical documentation for iCafe environments.
  • Design and deliver new product and advanced technical training for system administrators, key iCafe accounts, and internal technical teams.
  • Build and lead a technical certification program that improves partners’ ability to diagnose and resolve hardware, software, and network issues.
  • Create and maintain an iCafe technical knowledge base covering recurring issues, optimization strategies, and best practices.
  • Track enablement and operational metrics and connect Sales, Product, R&D, and Tier 1 Support around customer success.

Requirements

  • 5+ years of experience in Enterprise Customer Success, Technical Enablement, Technical Training, or Technical Account Management.
  • Technical understanding of PC peripherals, drivers, and iCafe hardware and software architectures.
  • Experience creating training programs, technical courseware, or certification frameworks from the ground up.
  • Strong presentation, facilitation, ownership, and cross-functional communication skills.
  • Excellent Mandarin and English required for collaboration across Sales, Product, Engineering, Support Vendors, and other teams.
  • Experience in gaming, esports, iCafe ecosystems, or large-scale system integration is strongly preferred.

Culture & Benefits

  • Flexible working environments and a culture focused on collaboration, inclusion, and wellbeing.
  • Comprehensive benefits packages that vary by location.
  • Support for physical, financial, emotional, intellectual, and social wellbeing.
  • The role offers high visibility and impact across the iCafe business and customer lifecycle.

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