Responsibilities

• Engage with developers on platforms such as Stack Overflow, GitHub, Slack, and Reddit to understand their needs and provide them with tailored support.
• Develop and deliver technical content, including blog posts, tutorials, webinars, and documentation that resonates with the developer community.
• Speak at conferences, meetups, and other events to advocate for our product and foster a strong community presence.
• Build and maintain relationships with key influencers, developers, and other stakeholders in the tech community.
• Manage developer-focused programs and events that provide value to the community and raise awareness of our products.
• Collect and analyze feedback from the community to inform product improvements and new feature development.
• Contribute to the development of open-source projects and initiatives to demonstrate product capabilities and best practices.
• Work closely with cross-functional teams, including product management, engineering, marketing, and customer success, to create a seamless developer experience.
• Stay up-to-date with industry trends and emerging technologies to ensure our company remains a leader in the tech community.
  

Qualifications

• Excellent written and verbal communication skills in English. Proficiency in Chinese is a strong plus.
• Strong technical background with a good understanding of  storage systems and affiliated modern apps and frameworks.
• Minimum one-year technical experience required; Previous roles as Developer Advocate or Educator preferred.
• Proven track record of creating engaging technical content, such as tutorials, guides, and demos.
• Experience in public speaking and a confident presence at technical conferences and events.
• Familiarity with social media platforms and content creation for engaging online audiences.
• Ability to work independently, as well as part of a team, and manage multiple projects with tight deadlines. Creative thinker with strong problem-solving skills and the ability to thrive in a fast-paced environment.
  

Note

The position is based in the U.S., and residency is a requirement. Candidates living in California will be given preference.

The US base salary range for this full-time position is $100,000-$160,000 /year + option.

Job Description

We are seeking a skilled and customer-focused Technical Support Specialist to join our team remotely, working in the North America time zone. This role requires strong technical expertise, excellent bilingual communication skills, and the ability to support our customers effectively in both English and Chinese. You will play a critical role in ensuring customer success and collaborating closely with internal teams to improve our product offerings.

Key Responsibilities

• Collaborate with Solution Architects to execute Proof of Concepts (PoC) for North American customers, ensuring successful evaluations of JuiceFS.
• Provide delivery and technical support to North American customers, addressing and resolving technical issues related to the use of JuiceFS, with a focus on prompt and effective problem resolution.
• Assist customers in monitoring and diagnosing system issues, ensuring a seamless and satisfactory JuiceFS experience to achieve customer success.
• Work closely with Product Development and Solutions teams, offering feedback on product testing and usage to identify issues and propose optimizations.

Qualifications

Required Skills and Experience:

• Experience: A minimum of 3 years in a technical support role within the infrastructure or cloud computing industry.
• Technical Knowledge: Extensive knowledge of and hands-on experience in system administration and operations.
• Language Skills:
  • Fluent in both English and Chinese, with excellent verbal and written communication skills in both languages.
  • Able to communicate complex technical concepts clearly in English and Chinese.
• Time Zone: Must be available to work during North America time zones.
• Problem-Solving: Strong analytical and troubleshooting skills with a customer-centric mindset.
• Team Collaboration: Proven ability to work effectively with cross-functional teams in a remote environment.

Preferred Qualifications:

• Familiarity with distributed file systems, object storage, or cloud storage technologies.
• Experience working with enterprise customers and understanding their infrastructure challenges.
• Experienced in cloud platforms (e.g., AWS, Azure, GCP) are a bonus.

Compensation

• Annual salary range: $90,000 - $140,000 USD, based on experience and qualifications.

What We Offer

• A fully remote work environment with flexible scheduling within North America time zones.
• Opportunities for professional growth and learning in a rapidly evolving industry.
• Collaboration with a passionate and innovative global team.