What you will do at VeSync:
- Provide technical support to customers via the ticketing system;
- Act as the escalation point for complex hardware and software issues;
- Troubleshoot software issues related to device connectivity, mobile applications, firmware, and cloud services;
- Collaborate closely with R&D and QA teams to identify and resolve technical problems;
- Analyze logs, API responses, and perform basic database queries to locate root causes;
- Document frequently encountered issues and build internal knowledge base articles;
- Provide technical guidance and training to customer service teams to elevate overall support capabilities;
- Drive key metrics to support company/departmental goals;
- Ensure customer satisfaction through timely and professional communication.
What you bring to the role:
- Bachelor’s degree or above in Computer Science, Information Systems, or a related field;
- 2+ years of experience in technical support or software troubleshooting;
- 2+ years of hardware (experience with smart home appliances is a plus), and/or with IoT systems
- 2+ years of experience APIs, mobile applications (iOS/Android), and cloud platforms
- Experience with Quality Assurance is a plus.
- Basic scripting or debugging skills (e.g., Python, Postman, Wireshark)
- Strong analytical and communication skills
- Ability to work effectively with global cross-functional teams
Location:
- This is an on-site, office-based role in Tustin, CA.
Salary:
- Starting at $70,000
Perks and Benefits:
- 100% covered Medical/Dental/Vision insurance for employee AND spouse + dependents!
- 401K with 4% employer match (eligible after 90 days of employment) and immediate 100% vesting
- Generous Sick + Vacation policy + paid holidays
- Life Insurance
- Voluntary Life Insurance
- Disability Insurance
- Critical Illness Coverage
- Accident Insurance
- Healthcare FSA
- Dependent Care FSA
- Travel Assistance Program
- Employee Assistance Program (EAP)
- Fully stocked kitchen
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What We Do
Founded in 2011, Etekcity was established with the goal of enriching the lives of customers across the globe by providing thoughtfully engineered consumer products designed with convenience, simplicity, practicality and value in mind. Today, Etekcity is now an international brand owner, serving a diverse e-commerce customer base in home improvement, consumer electronics, and outdoor equipment.
By offering innovative, feature-rich products infused with the latest cutting edge technology and user-friendly designs, we have made tremendous strides in the e-commerce marketplace since our inception. Innovative thinking, thoughtful practicality and technological sophistication have been paramount to our continued success as a leading e-commerce brand in an extensive range of product categories.
Our team is composed of bright, ambitious and creative-minded individuals with an unwavering passion for enriching the lives of those around us in new and exciting ways. While we’re an incredibly industrious bunch, we inspire our team members to be as happy and productive as possible by offering ample opportunities for growth, flexible work schedules and a casual, start-up like work environment where work and fun are not mutually exclusive.
With multiple international branches and plans to expand our product outreach to physical storefront retail centers, we’re committed to becoming the world’s premier retailer of home goods and outdoor equipment.
Building on better living isn’t just our slogan—it’s our promise to our valued team members too. #BuildingonBetterLiving.
