Support Engineer

Job Purpose

We are looking for a motivated Support Engineer to join our Camco

Asia team. The role will focus on providing 1st-line & 2nd-line support for the customers located in Asia area. Improving customer satisfaction through timely responses, positive attitude, and professional service.

Role & responsibilities

• Troubleshooting & Maintenance Service Support:

Act as 1st-line of contact for software-related issues at customer sites or remotely;

Diagnose & troubleshoot technical issues related to Camco systems in a timely and efficient manner;

• Escalation & Coordination with HQ:

In cases where issues cannot be resolved locally, escalate to the appropriate teams at HQ;

Coordinate with software developers, project managers, or system architects to obtain the necessary support;

Ensure clear communication between the customer and HQ to maintain service continuity;

• Project Software Support

Provide on-site or remote software support for ongoing and new projects;

Assist with software commissioning, system configuration, testing, and go-live activities;

Collaborate with the project team to ensure successful deployment and integration of

software components;

Provide technical guidance and support during system updates, enhancements, or changes;

Provide the requested training to the customers in projects;

• Service Documentation & Feedback

Maintain an accurate records of service interventions and update issue logs regularly;

Provide structured feedback to the development and product teams to support continuous improvement;

• Customer Training & Knowledge Transfer

Assist in training sessions for customers or local service teams to ensure proper use and understanding of Camco systems;

Share technical knowledge and best practices with team members as needed;

• Customer Communication & Satisfaction

Maintain a high level of professionalism and responsiveness in all customer interactions;

Ensure customer satisfaction through clear communication, timely follow-up, and effective problem resolution;

• On-site Support

Be available to travel to customer sites for system commissioning, urgent support, or project needs;

Adapt to varying working environments and manage time effectively under project constraints;

• Other Duties as Assigned

Carry out additional tasks or responsibilities assigned by team leaders or management, as needed to support business priorities

Key Requirements

• Bachelors degree or above
• Electronics, software, computer science and related majors
• Familiar with the working principles of cameras and OCR
• Fluent in English (both written and spoken); additional language skills are a plus.
• At least 3 years working experience in support engineer role
• Customer-oriented, manage work pressure & emotion reasonably
• Communicate with team members in a timely and efficient manner
• Actively and proactively complete tasks, and always be eager to learn
• Comfortable with frequent travel

Preferred Qualifications

• Proficiency in programming languages such as C++, C#, and Python is a plus.
• Knowledge of the ports and terminals industry or industrial automation is highly valued.

What We Offer

• Competitive salary package.
• Travel expenses and allowances covered.
• Career growth opportunities within a dynamic, international team.