Deep-Dive Troubleshooting & Resolution: Resolve problems of escalated ITR tickets from L1 Hotline teams and regional frontline engineers; conduct remote root-cause analysis and deliver actionable solutions for complex technical issues.
Knowledge Documentation & Team Capability Building: Author high-quality technical documentation for recurring and complex issues; conduct regular training sessions and case-study sharing with L1 Hotline engineers to enhance team-wide technical capabilities.
Regional Collaboration & Customer Support: Engage with key customers on technical consultations and support; gather and synthesize product feedback, and provide feedback to Product and R&D teams for continuous improvement.
Process & Tool Optimization: Identify inefficiencies in existing workflows, tools, or systems; contribute to the design and pilot to increase operational effectiveness.