Description
Logitech is seeking a CX Technical & Engineering Support Lead for its iCafe business in China. The successful candidate will be the core technical support leader, owning Tier 2 technical escalations, resolving complex post-sales challenges, and acting as a key technical liaison between customers and internal engineering teams.
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.