Job Description

Our team delivers 24/7 after-sales technical support to customers worldwide. For key enterprise clients, we provide dedicated, real-time support through exclusive communication channels to ensure fast response times and close collaboration.

Responsibilities:
- Provide on-call technical support for large model (LLM/AI) products, responding promptly to customer inquiries, accurately diagnosing issues, and resolving incidents to ensure stable customer business operations.
- Partner closely with Sales and Pre-Sales teams to deliver end-to-end lifecycle support for key accounts, proactively addressing customer needs, coordinating internal and external resources, and driving high customer satisfaction and retention.
- Build and scale a support enablement system for frontline engineers by delivering professional training, maintaining a comprehensive knowledge base, and developing efficient troubleshooting tools to improve overall service quality and team capability.
- Systematically capture high-frequency issues, core customer needs, and optimization recommendations, and feed structured insights back to Product and Engineering teams to accelerate product iteration, improve performance, and enhance user experience.