Customer Service Technical & Engineering Support Lead (China)

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.

The Role:

As the CX Technical & Engineering Support Lead for iCafe in China, you are the core technical support leader for Logitech’s iCafe business. You own Tier 2 technical escalations, resolve complex post‑sales challenges, and act as a key technical liaison between customers and internal engineering teams. This role is critical to maintaining system stability, optimizing performance, and strengthening long‑term partner success within the iCafe ecosystem.

Your Contribution:

• Independently own and resolve complex technical issues related to PC peripherals (mouse, keyboard, headset) within iCafe environments, including both remote and on-site troubleshooting.
• Provide expert technical guidance to key iCafe customers on installation, firmware upgrades, hardware compatibility, device performance, and gaming experience optimization of PC peripherals.
• Conduct proactive, on-site technical inspections and preventive maintenance for gaming peripherals, driven by device performance data and failure trends.
• Diagnose and resolve hardware-related failures such as device connection issues, latency, input malfunctions, mechanical faults, or compatibility problems in diskless or networked environments.
• Serve as a key technical advisor for large-scale gaming peripheral deployments, supporting sales and channel teams to ensure seamless solution implementation and enhanced customer satisfaction.
• Liaise and coordinate between major clients (iCafe/net bars) and internal product/R&D teams, translating field-discovered device issues and customer feedback into actionable engineering recommendations.

Your Qualifications and Skills:

• 5+ years’ experience in after-sales support, technical services, or engineering roles for PC hardware, gaming peripherals, or consumer electronic products (not limited to software or SaaS environments)
• Hands-on experience in installation, maintenance, or troubleshooting of gaming mice, keyboards, and headsets in commercial or large-scale environments such as iCafes, esports venues, or electronics retail
• Familiarity with PC device drivers, gaming firmware updates, BIOS/hardware compatibility, and root cause analysis of hardware failures
• Ability to diagnose peripheral-related technical problems within local networks, diskless systems, or server-client architectures
• Strong communication skills, with the capability to clearly convey technical hardware solutions to customers and R&D teams
• Proven experience in directly supporting major (B2B) clients, managing technical escalations for hardware devices, and handling customer expectations
• Proficiency in both Mandarin and English, with the ability to explain hardware support solutions to audiences with varying backgrounds
• Willingness to travel on-site as required

Additional Information

This is a customer‑facing role in a fast‑paced environment that values ownership, accountability, and proactive problem solving

You will collaborate cross‑functionally with Support, Sales, Engineering, and Product teams on a global scale

Logitech is committed to building a diverse, inclusive, and innovative workplace where people can do their best work

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Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.

Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you!

We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location.

All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at +1-510-713-4866 for assistance and we will get back to you as soon as possible.