Technical Support Engineer

Core Positioning: This is a technical support role specializing in Sangfor's security, cloud computing, and infrastructure products. The core objective extends beyond troubleshooting to ensuring customer business availability, maximizing product value, and delivering a superior service experience. Key Responsibilities: 1. Problem Resolution & Business Assurance: - Resolve technical issues with customers promptly and effectively. - Ensure the continued availability and stability of customer business operations. 2. Customer Relationship & Experience Management: - Take end-to-end ownership of the issue resolution process. - Manage customer expectations through transparent and professional communication. 3. Risk Prevention & Value Maximization: - Identify potential risks and suboptimal configurations within customer platforms. - Provide optimization recommendations. - Help customers fully leverage product capabilities.