工作职责： The Role The Technical Support Manager is a critical leadership role responsible for the post-sales lifecycle of our digital store solutions. You will lead the technical support team to ensure high system availability, manage complex hardware/software integrations, and serve as the senior technical point of contact for our key Australian retail partners. Key Responsibilities • Team Leadership: Lead and mentor the technical support team to provide technical coverage. • Incident Management: Act as the highest point of escalation for critical system outages (L3 Support), coordinating with the global R&D team in China to resolve complex bugs or hardware failures. • SLA Oversight: Define and monitor Service Level Agreements (SLAs) with key clients, ensuring response times and "time-to-resolution" metrics are met. • Site Deployments: Oversee the technical architecture of new store rollouts, including Access Point (AP) placement, RF frequency tuning, and server configuration. • Customer Advocacy: Conduct regular technical business reviews with IT leads from major retail groups to discuss system health and upcoming firmware/software upgrades. 任职资格： Technical Requirements • Experience: 7+ years in Technical Support or Systems Engineering, with at least 2 years in a management or lead role. • Networking: Strong understanding of TCP/IP, DHCP, DNS, and Wireless RF (2.4GHz/Sub-G). Experience troubleshooting network interference in high-density environments is crucial. • Cloud & Database: Proficiency in Linux (Ubuntu/CentOS), Docker, and SQL database management. Experience with AWS or Azure cloud environments is highly preferred. • Hardware: Hands-on experience with IoT devices, sensors, or automated retail hardware. • Education: Bachelor’s degree in Computer Science, Electronic Engineering, or a related field. Soft Skills • Crisis Management: The ability to remain calm and lead a team during high-pressure system downtimes. • Communication: Ability to translate highly technical "nerd-speak" into clear business value for retail store managers and stakeholders. • Language: Fluency in English is mandatory. Proficiency in Mandarin is a significant advantage given the frequent collaboration with global R&D teams.