Software Technical Support Engineer

Position Summary

• 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, serving 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.

Main Tasks

• Perform all duties in compliance with company regulations, quality requirements, and processes.
• 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.
• Act as the technical interface among 1st and 3rd level support, software development teams, product management, and global support organizations.
• 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.

Education

• 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.

Experience

• 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.

Other skills

• 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.

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