Technical Support Engineer

FEITIAN Technologies US Inc

San Jose, CA, USA

Published: 6/14/2022

Technology

Full Time

Job Description

About the Role

We're looking for a Technical Support Engineer to own front-line and escalated support across both of FEITIAN US's core business areas: Smart Payment & IoT and Identity & Authentication. You will work directly with enterprise customers, financial institutions, acquirers, ISOs and ISVs, payment processors, distributors, resellers, system integrators, and merchants to diagnose issues, support integrations and deployments, and keep customer environments operating securely and reliably.

This role is expected to build deep product knowledge across FEITIAN's payment and identity solutions. Over time, the Technical Support Engineer should become a trusted technical owner who can independently isolate root causes, recommend practical workarounds, resolve recurring issues, and provide R&D and QA with complete, actionable escalations when engineering support is required.

Key Responsibilities

1. Smart Payment & IoT Support

Serve as a primary technical contact for support requests involving FEITIAN payment terminal hardware, firmware, payment applications, software development kits (SDKs), APIs, and terminal management system (TMS) software.
Troubleshoot Android payment terminal issues involving hardware, firmware, Wi-Fi/Ethernet/cellular connectivity, peripherals, transaction flows, and payment applications.
Support terminal deployment projects for acquirers, ISOs, ISVs, processors, and merchants, including provisioning, application loading, TMS configuration, rollout validation, and field issue resolution.
Coordinate remote and local key injection for PIN keys and P2PE/SRED data with key-injection facilities, security teams, processors, and customers.
Support EMVCo, PCI PTS, card-brand, and payment-application certification activities, including test execution, log collection, issue triage, and coordination with internal and external stakeholders.
Guide processors, ISVs, and system integrators through FEITIAN payment SDK and API integrations with host, gateway, and acquiring systems.
Assist distributors and customers with hardware diagnostics, repair, refurbishment, warranty review, and RMA tracking.

2. Identity & Authentication Support

Provide technical support for FEITIAN’s multi-factor authentication portfolio, including FIDO security keys, PKI/PIV credentials, OTP tokens, biometric authenticators, and KeyMS lifecycle management solutions, across enterprise and regulated customer environments.
Troubleshoot registration and authentication issues involving FIDO2/WebAuthn, CTAP, NFC, USB, Bluetooth, PIN and biometric verification, browsers, operating systems, mobile devices, identity providers, and customer authentication policies.
Support enterprise deployment, provisioning, inventory, policy, firmware, and lifecycle-management workflows for FEITIAN security keys and KeyMS.
Reproduce compatibility issues across Windows, macOS, Linux, Android, iOS, browsers, identity platforms, and device models, and clearly distinguish product, platform, application, and configuration causes.
Assist customers and partners with integration, proof-of-concept, pilot, and production-rollout activities for phishing-resistant authentication solutions.3. Cross-Business Support and Operations
Own cases from initial intake through resolution: assess business impact, collect evidence, reproduce issues, document findings, coordinate internal resources, provide workarounds, and maintain clear customer communication.
Work across time zones with R&D, QA, Product Management, Operations, Sales, and manufacturing teams while continuing independent investigation and customer follow-up during engineering handoffs.
Create and maintain knowledge-base articles, troubleshooting workflows, integration guides, release notes, and internal case documentation so recurring issues can be resolved more quickly.
Track support cases in the ticketing system, meet SLA commitments, prioritize production and security-impacting issues, and provide concise status updates to customers, partners, and internal stakeholders.
Assist with product validation, regression testing, test automation, beta programs, and documentation review before new hardware, firmware, software, and platform releases.

Qualifications

3+ years of experience in technical support, field application engineering, systems integration, enterprise authentication, payment technology, embedded devices, or a related customer-facing technical role.
Bachelor's degree in Computer Science, Electrical Engineering, Information Technology, Cybersecurity, or equivalent practical experience.
Strong troubleshooting methodology: able to isolate variables, reproduce problems, interpret logs, test hypotheses, document evidence, and determine when escalation is appropriate.
Experience with one or more of the following is preferred: POS/payment terminals, Android or embedded devices, payment SDKs/APIs, EMV transaction flows, PCI PTS/P2PE, EMVCo, FIDO2/WebAuthn/CTAP, security keys, identity providers, or device-management platforms.
Comfortable troubleshooting across Android, Windows, macOS, Linux, iOS, browsers, networks, USB/NFC/Bluetooth interfaces, and cloud or back-office systems.
Basic scripting, API-debugging, or command-line skills (for example, Python, REST APIs, log tools, packet captures, or shell utilities) to reproduce and diagnose issues.
Strong written and verbal communication skills; able to explain complex technical issues clearly to executives, administrators, engineers, channel partners, and end users without overpromising or assigning blame.
Demonstrated ownership, customer empathy, curiosity, sound prioritization, and the ability to remain effective when information is incomplete or multiple urgent issues compete for attention.
Ability to work on-site or hybrid from the San Jose, California office, with occasional travel for customer deployments, partner support, certifications, or industry events.

\nCompany Description

FEITIAN serves customers in more than 100 countries and regions worldwide. With five overseas branches across Asia, Europe, and North America, supported by an experienced international team, we are well positioned to deliver responsive and localized support to customers around the globe.

FEITIAN has more than 1,000 employees, with over half of its workforce dedicated to research and development. Over the past 28 years, sustained investment in R&D and a deep understanding of customer needs have enabled FEITIAN to continuously develop a diverse portfolio of innovative products supported by international patents and certifications.

Established in 1998, FEITIAN has remained committed to providing customers and partners with innovative, reliable, and high-quality products and solutions.

Company Description

FEITIAN Technologies US, Inc., based in San Jose, California, is the U.S. subsidiary of FEITIAN Technologies Co., Ltd., a leading provider of digital technologies and manufacturer of cybersecurity solutions.\n\nFEITIAN serves customers in more than 100 countries and regions worldwide. With five overseas branches across Asia, Europe, and North America, supported by an experienced international team, we are well positioned to deliver responsive and localized support to customers around the globe.\n\nFEITIAN has more than 1,000 employees, with over half of its workforce dedicated to research and development. Over the past 28 years, sustained investment in R&D and a deep understanding of customer needs have enabled FEITIAN to continuously develop a diverse portfolio of innovative products supported by international patents and certifications.\n\nEstablished in 1998, FEITIAN has remained committed to providing customers and partners with innovative, reliable, and high-quality products and solutions.