Technical Support Engineer

Job description / Role

Technical Support & Troubleshooting
• Provide remote and on-site technical support to customers, resolving technical issues related to product usage.
• Diagnose, analyze, and troubleshoot technical problems to ensure the proper functioning of equipment or systems.
• Maintain technical manuals, FAQs, and support documentation for company products.

Customer Service & Training
• Conduct product training for customers to enhance their understanding and operational skills.
• Gather customer feedback and provide recommendations to the R&D or product team for performance and user experience improvements.
• Support customer relationship management to improve satisfaction and loyalty.

Product Installation & Maintenance
• Handle product installation, commissioning, maintenance, and upgrades to ensure seamless customer experience.
• Monitor equipment performance, conduct regular maintenance, and prevent technical failures.
• Assist the sales team with technical demonstrations and answer customer inquiries.

Technical Documentation & Optimization
• Prepare product manuals, technical proposals, and user guides to ensure clear and accessible information.
• Record customer issues and solutions to build a technical knowledge base, improving team response efficiency.

Cross-Department Collaboration
• Work closely with sales, R&D, and production teams to align technical support with business needs.
• Participate in new product testing and provide technical recommendations for improvements.

Compensation & Benefits
• Health insurance, annual paid leave
• Company-sponsored business visa

Education and Experience
• Bachelor degree or above in polymer materials, chemistry, chemical engineering, civil engineering, mechanical design or related fields.
• 2-5 years of working experience in technical support or related engineering positions; those with working experience in international trading companies are preferred.

Technical Skills
• Familiar with polymer materials, civil engineering, mechanical equipment or related technologies.
• Familiar with the application and construction process of polymer materials and civil engineering, and familiar with the installation, configuration and troubleshooting of mechanical equipment.
• Candidates with programming, network, network security or automation experience are preferred.

Communication & Customer Service Skills
• Excellent customer service awareness and problem-solving skills with a fast response to client needs.
• Strong cross-cultural communication skills, capable of clearly explaining technical issues and solutions to customers.

Teamwork & Adaptability
• Strong teamwork and sense of responsibility, capable of working efficiently under pressure.
• Analytical mindset with the ability to handle complex technical issues flexibly.

Language Proficiency
• Fluency in English is required; proficiency in Arabic or Chinese is a plus.

About the Company

Banzan Group was founded in China in 2004, it focuses on the R&D, manufacturing and sales of Aerogel Water-based Nano Insulation and Thermal Insulation Coating Material, "Infiltration-consolidation" Material for Protection and Repair of concrete/geotechnical/building, AI Pipeline Systems and Mechanical Equipment. Banzan's Mission: Build a more sustainable and safer future, creating smart and low-carbon solutions for construction and pipe system management . Banline General Trading Co. L.L.C, headquartered in Dubai (Boulevard Plaza, Tower 1, 2304, Dubai), affiliated with Banzan Group. Banline General Trading Co. L.L.C is a leading manufacturer and global distributor of innovative materials and pipeline solutions. Products, services and AI technologies in pipeline system, materials, housing construction, water conservancy, bridges, tunnels, transportation, slopes, mines, marine engineering, etc.