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.