Tech Support Engineer (EMEA)

ProtoPie is the easiest interactive prototyping tool for all digital products. Designers can turn their UI/UX design ideas into highly interactive prototypes for mobile, desktop, web, all the way to IoT and beyond. They can explore, validate, and test design solutions and ideas by creating very realistic, production-like prototypes without code and without the help of engineers.

ProtoPie is widely used by various companies all over the world across many industries, e.g., Google, Microsoft, Meta, Nintendo, BMW, Samsung, Tencent, Reddit, Bytedance, and Disney. ProtoPie was named the 1st Advanced Prototyping tool in the UX Tools 2022 Design Tools Survey.

About the role

As a Technical Support Engineer, you will play a crucial role in providing technical expertise and support to our enterprise clients. Your primary responsibility will be to address security and technical inquiries, analyze customer problems, and deliver effective solutions. Additionally, you will collaborate with our product engineering and sales teams to ensure customer satisfaction and drive sales growth.

This position is based in the UK and will involve working closely with our sales teams in a hybrid work environment.

Responsibilities

• Efficiently address and resolve technical inquiries from enterprise clients, participate in customer calls, provide on-premise server setup support, and showcase expertise in enterprise network environments and systems.
• Support sales through product demonstrations, highlight ProtoPie product technical capabilities, and create designer-friendly guidelines to help clients address technical issues.
• Conduct thorough investigations into customer technical issues, perform root cause analysis, and provide appropriate solutions.
• Collaborate with product engineering teams to escalate complex issues and ensure timely resolution to the customer's satisfaction.
• Develop ProtoPie Integration apps (bridge apps) for hardware (different modes of wheel, LED, knob, etc.) and software (Unity/Unreal, IoT home assistant API, Voice API, etc.) for solution integrations.

Requirements Must

• 4+ years of professional experience in software-hardware integrated prototyping and familiarity with devices such as Raspberry Pi, Arduino, and embedded devices.
• Basic scripting abilities: Bash, Batch, JavaScript.
• Strong back-end knowledge to work with on-premise servers and to setup and debug related issues. (Please attach your portfolio link to the resume: Git repository (GitHub), blog, or others.)
• Networking knowledge.
• Excellent verbal and written communication skills in English, with the ability to convey complex technical concepts to both technical and non-technical audiences.
• Demonstrated kindness, empathy, and the ability to build strong customer relationships.
• Strong willingness and passion to continuously learn and grow in a fast-paced environment.

Plus

• Experience with AWS, Kubernetes and the Kubernetes ecosystem (e.g., Grafana dashboards).
• Good understanding of REST API development.
• Good understanding of design tools such as Figma, Unity, or other UI/UX tools.
• Experience with software-hardware integrated prototyping and familiarity with embedded devices and protocols such as CAN/LIN.

How We Work

Team ProtoPie works with five company values: Autonomy & Responsibility; Communication & Trust; Integrity; Global mindset; Team Player.

Benefits and Welfare Welcome Awards

• For new joiners, support KRW 1,000,000 (GBP 600) for buying personal peripherals and items for better work efficiency.
• Desk, chair, tablet PC, mobile, smartwatch, etc.
• Support for books and classes the member wants to learn (e.g., language, instrument).

Healthcare Benefits

• Medical check-ups, gym access, vision care, medical treatment (pets included).
• Support for internet and mobile expenses to enable remote working.

Congratulatory & Condolences

• Support for life events in both joyful and challenging times.

Working Arrangement

• 10:00 AM to 7:00 PM GMT (or CET) recommended.
• Full-time position. During the first 3 months (probation period), the employee will receive 100% of their salary.
• Office: TBD. Remote working until the UK office is established.

Hiring Process

Application > 1st Interview > 2nd Interview > 3rd Interview > Final Offer

• 1st Interviews: Based on your CV and portfolio, you will be invited to a technical round interview via video call.
• 2nd Interviews: If you pass the screening interview, you will be invited to a 2nd interview with internal stakeholders via video call.
• 3rd Interviews: If you pass the 2nd interview, you will be invited to a final interview with the CEO/management via video call.
• All interviews are conducted via video call.
• Interviews may be completed within a day, depending on circumstances.
• Admission may be revoked in case of false information.

StudioXID is dedicated to cultivating a diverse and inclusive workplace. We highly value diversity in our workforce and do not discriminate in our hiring or promotion practices based on race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability, pregnancy (including breastfeeding), parental status, or any other characteristic protected by law. As a global company, English proficiency is required for all roles to ensure smooth communication and collaboration across our international teams, unless otherwise stated in the job postings.