Customer Service Technical & Engineering Support Lead (China)

Job description

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way. The Role: As the CX Technical & Engineering Support Lead for iCafe in China, you are the core technical support leader for Logitech’s iCafe business. You own Tier 2 technical escalations, resolve complex post‑sales challenges, and act as a key technical liaison between customers and internal engineering teams. This role is critical to maintaining system stability, optimizing performance, and strengthening long‑term partner success within the iCafe ecosystem. Your Contribution: Own and resolve complex Tier 2 technical escalations with full closed‑loop accountability from intake through final resolution Provide expert guidance on firmware, software compatibility, and gaming performance optimization to safeguard the end‑user experience Conduct proactive on‑site technical health checks for key iCafe accounts based on performance data, failure trends, and deployment insights Perform deep‑dive troubleshooting across iCafe infrastructures, including network topologies, server configurations, diskless systems, and hardware environments. Act as a technical advisor to Sales teams, supporting solution deployment and partner enablement Translate field‑level issues into structured feedback for R&D, influencing product reliability, performance improvements, and future roadmap decisions. Your Qualifications and Skills: 5+ years of experience in IT system integration, enterprise technical support, or complex hardware/software operations Experience supporting iCafes, esports venues, diskless system integration, or large‑scale B2B environments strongly preferred Strong knowledge of PC peripherals, drivers, and firmware development or debugging processes In‑depth understanding of iCafe and enterprise network architectures, including VLANs, QoS policies, and router/switch configurations Proven ability to diagnose and resolve complex, non‑standard technical issues using structured root cause analysis Strong communication skills in Mandarin and English with the ability to translate technical detail into clear, business‑relevant insights Willingness to travel on‑site as needed to support critical customer engagements Additional Information This is a customer‑facing role in a fast‑paced environment that values ownership, accountability, and proactive problem solving You will collaborate cross‑functionally with Support, Sales, Engineering, and Product teams on a global scale Logitech is committed to building a diverse, inclusive, and innovative workplace where people can do their best work #LI-KS1 /LP Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house. Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you! We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location. All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability. If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at +1-510-713-4866 for assistance and we will get back to you as soon as possible.