Customer Service Technical & Engineering Support Lead (China)

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.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 resolutionProvide expert guidance on firmware, software compatibility, and gaming performance optimization to safeguard the end‑user experienceConduct proactive on‑site technical health checks for key iCafe accounts based on performance data, failure trends, and deployment insightsPerform 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 enablementTranslate 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 operationsExperience supporting iCafes, esports venues, diskless system integration, or large‑scale B2B environments strongly preferredStrong knowledge of PC peripherals, drivers, and firmware development or debugging processesIn‑depth understanding of iCafe and enterprise network architectures, including VLANs, QoS policies, and router/switch configurationsProven ability to diagnose and resolve complex, non‑standard technical issues using structured root cause analysisStrong communication skills in Mandarin and English with the ability to translate technical detail into clear, business‑relevant insightsWillingness to travel on‑site as needed to support critical customer engagementsAdditional InformationThis is a customer‑facing role in a fast‑paced environment that values ownership, accountability, and proactive problem solvingYou will collaborate cross‑functionally with Support, Sales, Engineering, and Product teams on a global scaleLogitech is committed to building a diverse, inclusive, and innovative workplace where people can do their best work#LI-KS1 /LPAcross Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-prem...