Technical Support Engineer

Company Description

BEE Incorporations has been delivering Conscious Engineering solutions to enable green and healthy indoor spaces globally since 2009. The firm operates as a consultancy providing a range of services such as certifications, wellness advisory, smart building solutions, cloud-based monitoring, performance testing, and green materials solutions. BEE is headquartered in Shanghai with offices throughout the world, and its client portfolio ranges from retail, hospitality, and commercial, to mixed-use developments.

BEE is committed to a circular economy, and its ESG standards and frameworks measure and meet specific criteria that both unlock and support clients' environmental, social, and governance needs. The company's approach uses regenerative processes to address climate change through carbon neutral solutions, health & safety, and sustainability.

Role Summary

We are seeking a Technical Support Engineer with hands-on experience in IoT, TCP, MODBUS, WI-FI, MQTT, and HTTP protocols to provide global client support. This role requires delivering remote technical assistance, handling real-time troubleshooting, and offering after-hours support to international clients across multiple time zones.

Roles & Responsibilities:

1. Global Client Support: Work flexible shifts (day/night) to support BEE Sense projects across multiple time zones, including off-hours and weekends.

2. Real-Time Troubleshooting:

a) Provide remote support via video calls, phone, WhatsApp, WeChat, or other social apps based on client preference.

b) Assist onsite staff with device configuration, internet connectivity, DHCP/router settings, and MQTT/HTTP communication.

c) Call or follow up with clients proactively if troubleshooting sessions are delayed.

d) Respond promptly to client calls, emails, and messages to ensure uninterrupted support.

e) Involve in testing new instruments, both hardware and software.

f) Provide technical clarification to customers when required.

1. Onsite/IT Coordination:

a) Guide client IT or facility teams to ensure proper internet access, firewall settings, and stable device-to-cloud connectivity.

b) Support with hardware, cabling, or gateway issues through remote assistance.

1. Incident Tracking & Reporting:

a) Create daily device status reports and share with responsible project managers.

b) Provide weekly troubleshooting updates to project managers, IT teams, and facility managers.

c) Maintain a tracking system to log, prioritize, and close all incidents with full documentation.

1. Project & Team Support:

a) Support BEE project managers with new technical tasks.

b) Build and maintain troubleshooting sheets/tools for quick information sharing across engineers and managers.

c) Contribute to service optimization strategies for smoother client operations.

1. Perform other technical tasks as required (e.g., Reports, feasibility studies, sales support, Kick-off meetings…..etc.)

Skills/Qualifications:

1. 4–6 years in a support-oriented technical role (ideally email-based help desk or SaaS support).

2. Experience in IoT business or electrical/IT/computer engineering business.

3. IT supports connectivity issues, network switch / router settings

4. Background knowledge of electric metering, water metering. Power supply system and Internet networking system

5. Strong knowledge of IoT protocols (MQTT, HTTP), Modbus, Wi-Fi, networking (switches/routers), and device connectivity.

6. Must have strong software experience with Microsoft Excel and familiarity with SaaS systems, Microsoft Outlook, and Microsoft Word.

7. Good Analytical skills about technical evaluation and troubleshooting and problem-solving skills

8. Excellent English communication skills (verbal/written), with the ability to support clients across diverse regions. Nice English-speaking level, with light accent.

9. Strong written communication skills and ability to explain technical issues clearly.

10. Excellent reporting skills, attention to detail, deadline-oriented, data entry management, and time management skills

11. Ability to handle multiple responsibilities in a small, fast-paced environment.

Relevant qualifications and skills that would be beneficial include knowledge of LEED, WELL, or other green building certifications, experience with energy-efficient design, construction, and operation, and experience in managing complex projects.

Education/Experience:

• Essential: Bachelor's degree in Electrical, Electronics, Computer Engineering or Equivalent

• Experience: 4 – 6 years in service engineering / customer support ( IoT business / Electrical / IT industry preferred).

• Joined projects which related to electric supply system deployment, Internet networks deployment, and IoT system deployment.

• Hands-on project experience with IoT deployments, internet networking, and electrical systems.

Salary & Paid Leave

• Salary negotiable
• 10 days paid leave
• Paid private health insurance

Opportunity

• Professional Development Opportunities.
• Exposure to providing sustainability strategy advisory and implementation with international brands.
• Flexible work environment that encourages professional learning and growth.
• Collaborate with teammates across global offices and departments.
• Opportunity to learn and observe how sustainability is applied in space fit-out, design, construction and operations from both consulting projects and firsthand through on-site testing at green & healthy building projects in Hong Kong.

Other:

• Available to start within 1 Month or less.

• All interested applicants should send CV's and a Cover Letter at k.- and a.-

• Flexible working hours (day/night shifts) to support international clients in multiple time zones.

• Allow combination of remote and in-office work.