V0009 - Technical Support Specialist

About Ubiquiti 

At Ubiquiti Inc., we create technology platforms for Businesses, Smart Homes, and Internet Service Providers, driven by our goal to connect everyone, everywhere. To date, Ubiquiti has shipped over 100 million devices worldwide, from ISP networking products to next generation of IT solutions. Our growth is made possible by the dedicated team of hundreds behind the scenes. From software developers and product managers to designers and strategists, Team UI is driven to achieve our common goal: Rethinking IT.

Role Description

Ubiquiti's Taipei office is seeking a highly motivated and skilled Technical Support Specialist. In this role, you will be a key point of contact for our users, delivering expert technical assistance and enhancing their overall experience with our products. Your responsibilities will include resolving support requests from multiple channels, such as Zendesk, community forums, and app store reviews, while playing a vital role in analyzing user issues to drive customer satisfaction. You will collaborate closely with cross-functional team members, including PMs, QAs, developers, and writers. We value candidates who demonstrate both experience and flexibility—qualities essential for quickly resolving user issues, proposing actionable improvements for internal collaboration, managing multiple support requests simultaneously, and occasionally delivering presentations to potential clients.

Responsibilities

• Manage and resolve technical support requests from multiple channels (Zendesk, community forums, app store reviews, etc.) with a focus on rapid, high-quality responses.
• Provide users with expert consultation, guidance, and clear explanations for sales and technical issues (mostly written texts, sometimes online meetings).
• Analyze user issues to diagnose problems and deliver step-by-step guidance that enhances product usability.
• Work weekend shifts around once per month to ensure urgent support tickets are addressed on time.
• Work closely with the copywriting team to develop clear, comprehensive technical documentation and user guides.
• Partner with developers to troubleshoot and resolve user-reported issues and collaborate with PMs to gain deep insights into product features and limitations.
• Develop customer-facing presentations and materials that highlight our product value and drive customer success. 
• Propose actionable improvements based on ticket analysis and user feedback to enhance internal workflows and product quality.

Requirement

• Native-level proficiency in both Chinese and English.
• A minimum of 3+ years in technical support or customer support.
• Demonstrated knowledge and experience in door access systems, SaaS, or networking.
• Ability to perform effectively under high-pressure situations, delivering timely and high-quality results.
• MS/BS in Computer Science or a related field.
• Strong team player who can also work independently and adapt flexibly to changing needs.
• Excellent multi-tasking and time-management abilities, with a keen aptitude for prioritizing tasks effectively.

Benefits

• International work environment and work with global development teams.
• Excellent work conditions.
• Competitive package we can and do offer great pay, perks, and benefits.
• Group insurance; Health insurance.
• Flexible working patterns.
• Free drinks and snacks in the office.