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Technical Support Engineer, Software
ZEISS GroupTechnical Support Engineer developing and maintaining the ZEISS IQS Global Software Support HUB. Analyzing complex software issues and providing second-level support for ZEISS products in the APAC region.
About the role
Key responsibilities & impact- Contribute to the development of the ZEISS IQS Global Software Support HUB structure and strengthen the Software 2nd level Support Team, with a focus on the APAC region.
- Analyze, troubleshoot, and sustainably resolve complex customer issues related to ZEISS software products and connected IT environments.
- Serve as the technical interface between 1st level support, 3rd level support, product management, software development, and global support functions.
- Maintain the knowledge base and document resolved cases in a structured manner to enable sustainable knowledge transfer.
- Provide timely 2nd level support for ZEISS software products and related IT environments.
- Analyze, reproduce, troubleshoot, and resolve escalated software incidents and customer reported issues.
- Utilize remote diagnostic tools to investigate and resolve customer system issues.
- Manage and document incidents with defined escalation and management processes.
- Create, maintain, and continuously improve software support documentation and knowledge base content.
- Stay up to date with software product updates, new releases, and support procedures.
- Travel domestically and internationally when required to support critical customer cases, projects, or training activities.
- Perform other related duties and responsibilities as assigned.
Requirements
What you’ll need- Bachelor’s degree or above in Computer Science, Software Engineering, Metrology, Engineering, Information Technology, or a comparable technical field.
- Fluent in spoken and written Chinese and English, overseas study or work experience is an advantage.
- At least 5 years of experience in software support, metrology applications, quality assurance, or a comparable support environment.
- Hands-on experience as a user, application engineer, or supporter of metrology software, preferably ZEISS CALYPSO, ZEISS PiWeb, ZEISS INSPECT, or comparable industrial software solutions.
- Proven ability to troubleshoot complex software and application issues.
- Experience working with international development and support teams is preferred.
- Strong customer orientation with excellent communication skills.
- Ability to analyze system logs, reproduce software defects, and perform root cause analysis.
- Familiarity with ZEISS software ecosystems and digital service platforms is preferred.
- Experience with AI-based troubleshooting tools, data analytics platforms, and digital service solutions is preferred.
Benefits
Comp & perks- Professional development opportunities
- Opportunities for further development
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Software SupportTroubleshootingRoot Cause AnalysisSystem Log AnalysisMetrology SoftwareQuality AssuranceApplication EngineeringIncident ManagementKnowledge Base MaintenanceAI-Based Troubleshooting Tools
Soft Skills
Customer OrientationExcellent Communication Skills