Technical Support Engineer II

About the position

At TCL, we're driven by a commitment to innovation in consumer technology, empowering millions worldwide to "Inspire Greatness" with our award-winning range of premium home entertainment, audio, mobile, and home comfort solutions, all thoughtfully designed to deliver cutting-edge experiences and meaningful enjoyment. If you're thinking about taking your career to the next level with a job at TCL, we'd love to find out what makes you amazing, too. TCL Customer Advocacy/Support team is seeking a technical, customer-focused specialist to handle and manage phone-based troubleshooting, urgent escalations, and complaint resolution. The ideal candidate is analytical, an effective communicator, and thrives on problem-solving. You must be comfortable engaging with all types of customers, diagnosing and resolving advanced technical issues in real time, handling high-pressure situations with confidence, and ensuring customer concerns are resolved efficiently—all while fostering brand loyalty and enhancing the customer experience. As a key member of the escalation team, you will take full ownership of customer cases, ensuring they are resolved efficiently and effectively. You will work closely with front line, service teams and engineers to address complex issues, high-priority escalations, and executive-level concerns while maintaining a professional and customer-centric approach. We value technical expertise, patience, and a solutions-driven mindset. If you're looking for a role where both your problem-solving and customer-centric skills will make a real impact, we encourage you to apply!

Responsibilities

• Assist customers by diagnosing and resolving issues while providing clear, step-by-step solutions.
• Assess and analyze cases from frontline support to identify unresolved issues, trends, and opportunities for improvement.
• Take full responsibility for customer cases from start to resolution, ensuring a fair and effective outcome while maintaining clear and accurate documentation/case records.
• Manage customer cases, including urgent support requests and escalations ranging from basic to executive-level. Prioritize critical issues and ensure they are addressed promptly and effectively.
• Address customer concerns with professionalism and empathy, working toward resolutions that enhance satisfaction and brand loyalty.
• Keep record of customer-reported concerns to identify recurring trends and potential areas for improvement, sharing insights with the relevant teams as needed.
• Work closely with our service and engineers' teams to understand product quality, resolve technical challenges and prevent recurring issues.
• Analyze customer issues to identify recurring patterns, provide feedback, and create knowledge base articles. Contribute to workflow enhancements that improve efficiency and customer experience, leveraging key support metrics such as CSAT, FCR, and NPS.
• Ensure that service-related tools, documentation, and processes are well-maintained and optimized for efficiency.
• Ensure each interaction results in a positive customer experience, reinforcing TCL's commitment to product, support and service excellence.
• Be available for up to 25% domestic and international travel to support various service locations, including overseas support centers.

Requirements

• Experience in customer support, technical case management, technical complaint resolution and/or other technical problem-solving roles.
• Strong verbal and written communication skills - ability to explain solutions clearly to all customer types.
• Analytical and troubleshooting skills - ability to assess issues, identify patterns, and develop effective solutions.
• Logical problem-solving and decision-making abilities - capable of evaluating issues, determining solutions, and balancing customer needs with company goals.
• Ability to handle high-pressure situations - comfortable working with frustrated or irate customers, urgent service requests, and executive escalations.
• Knowledge in CRM systems (e.g., Microsoft Dynamics) to track and manage customer cases and/or issues.
• Collaboration & teamwork - ability to work with engineering and service teams to resolve complex issues.
• Attention to detail & process improvement - ability to recognize patterns in customer issues and suggest improvements to support processes.
• Adaptability & flexibility - ability to adjust to changing priorities, customer demands, and business needs.
• Flexible Work Schedule - Must be available to work weekends and holidays as needed to support customer demand.
• Fluency in English

Nice-to-haves

• Background in consumer electronics or technical troubleshooting roles
• Previous experience and ability to identify, document, and escalate product issues to engineering teams, ensuring timely resolution and continuous product improvement.
• Strong analytical mindset - ideal for those who enjoy problem-solving, debugging, and logical thinking.
• Passion for delivering excellent customer service and fostering brand loyalty.