# CX Technical & Engineering Support Lead (China)

**Company**: Logitech
**Location**: Shenzhen
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q223127

**Apply**: https://logitech.wd5.myworkdayjobs.com/en-US/Logitech/job/Shenzhen-China/CX-Technical---Engineering-Support-Lead--China-_147405?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_4b921f23-c32

## 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.

## Skills

### Required
- IT system integration
- enterprise technical support
- complex hardware/software operations
- PC peripherals
- drivers
- firmware development
- debugging processes
- iCafe and enterprise network architectures
- VLANs
- QoS policies
- router/switch configurations
- structured root cause analysis
- Mandarin and English communication

### Nice to have
- iCafes
- esports venues
- diskless system integration
- large‑scale B2B environments

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Source: [Apply at logitech.wd5.myworkdayjobs.com](https://logitech.wd5.myworkdayjobs.com/en-US/Logitech/job/Shenzhen-China/CX-Technical---Engineering-Support-Lead--China-_147405?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)