Overseas Technical
Support Engineer

About the Role

Provide advanced technical support for overseas enterprise customers, helping them integrate, deploy, and operate Finlaris's mobile SDKs and web APIs successfully.

What You'll Do

1. 01Provide Tier 2 and Tier 3 technical support for overseas enterprise customers, including API and SDK integration, bug isolation, and SLA-driven incident resolution. Support customers and partners through technical training, code reviews, and live debugging to ensure smooth go-live delivery.
2. 02Follow up on feature requests from existing overseas accounts. Collaborate with HQ Product and R&D teams to track requirement pipelines, validate feature delivery, and support customers' continued business expansion.
3. 03Perform root cause analysis (RCA) on recurring issues, create internal and customer-facing knowledge resources such as FAQs, integration guides, and best practices, and improve support workflows. Channel customer pain points and localization feedback to Product and R&D teams to inform roadmap iterations.

What We're Looking For

1. 01Bachelor's degree or above in Computer Science, Software Engineering, Telecommunications, or a related technical field.
2. 02Fluent written and spoken English as the primary working language, with the ability to independently deliver technical presentations, write documentation, and conduct customer training.
3. 03At least 3 years of experience in overseas IT project implementation, technical account management, or technical support.
4. 04Hands-on proficiency with at least one mobile platform, Android or iOS, including the ability to read code, debug SDK issues, and use tools such as Charles, Fiddler, ADB, Xcode, and Postman. Strong log analysis and issue isolation skills across front-end SDKs and back-end APIs are required. Familiarity with Java, Python, or Go and RESTful APIs is strongly preferred.
5. 05Outstanding analytical, problem-solving, and incident-management skills under pressure, with a customer-centric mindset, cross-cultural empathy, and flexibility to work across multiple time zones.