CX Technical & Engineering Support Lead (China)

CX Technical & Engineering Support Lead (China)

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

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