Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. ByteDance has a suite of more than a dozen products, including Lark, TikTok, Douyin, Toutiao, Helo and Resso, in over 150 markets with offices in 126 cities, including Los Angeles, New York, San Francisco, Chicago, Austin, London, Paris, Berlin, Dubai, Mumbai, Singapore, Jakarta, Seoul, Tokyo, Guangzhou, Shanghai and Beijing.

About Lark
Lark is an online communication and collaboration platform that helps businesses effectively and rapidly manage workflow. Lark combines a multitude of essential tools in a single platform including Messenger, Docs, Calendar, Video Conferencing, and Workplace, which integrates third-party applications for teams to easily manage tasks and stay in sync.

Why Join Us
At ByteDance, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for millions of users across all of our products. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at ByteDance.

We are looking for Support Engineers to join our fast-growing and fast-paced enterprise software team in North America. The Support Engineers team works closely with customers to build trust and resolve their technical issues while collaborating with product and engineering teams.

Responsibilities

• Provides technical and business support for users of Lark product
• Determine priority levels while negotiating and setting expectations with customers
• Troubleshoot and resolve complex technical issues, via collaboration with engineering team
• Drive technical collaboration and engagement outside of team (product engineering team, customer success team , customer support team and quality assurance team ), resolve issues while working closely with cross-functional teams
• Identify cases that require escalation (either technically or strategically) , minimize the impact on clients
• Provide feedback to engineering team to improve product quality and reliability
• Contribute to automation and other self-help assets to improve client experience
• Develop and maintain technical support documentation.

Qualifications

• 4+ years of development or technical support experience
• Bachelor's Degree in Computer Science, Information Technology (IT), or related field
• Experience in troubleshooting and debugging technical system
• Strong understanding of support processes – Service Level Agreement (SLA), handling tickets, monitoring, processes, and metrics
• Strong ability to deal with ambiguity and drive towards an established vision for customers
• Strong communications skills – excellent English and Mandarin communication skills
• Strong ability to present complex technical issues clearly and concisely to a general audience
• Strong technical troubleshooting or problem solving skills, passion for technology & customer service

ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

ByteDance is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to us at USRC@bytedance.com.


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