Senior QA Engineer & Customer Support Engineer with 12+ years of experience in technical support, software testing, and team leadership across tech and cybersecurity industries. Recent hands-on experience with Web3 API testing in cryptocurrency exchange operations, combined with extensive enterprise customer support management at TrendMicro serving 100,000+ clients. Successfully reduced support cases by 25-30% through process optimization and automation. Skilled in leading distributed customer support teams across APAC, the US, and EMEA, with expertise in technical troubleshooting, customer escalation management, and cross-functional collaboration. Passionate about delivering exceptional technical support in fast-paced technology environments.
Experience: 11 years
Yearly salary: $46,000
Hourly rate: $25
Nationality: 🇹🇼 Taiwan
Residency: 🇹🇼 Taiwan
Experience
Senior QA Engineer
BTSE 2024 - 2024
Oversee quality assurance for a cryptocurrency exchange platform, ensuring system reliability and performance under high-stakes conditions.
Project Leader | Senior Automation Test Engineer
Zealogics Inc 2023 - 2024
Led a team of 6 automation engineers, reducing ASML machine and personnel costs by optimizing testing processes. Developed Python and TestComplete automation scripts, streamlining regression testing. Conducted risk assessments and managed stakeholder relationships to meet project deadlines.
Senior QA Engineer | Senior Customer Service Engineer, DLP SDK
TrendMicro 2014 - 2023
Led a cross-functional team of up to 10 engineers, aligning QA efforts with business goals and reducing support calls through comprehensive documentation. Designed and executed manual and automated test cases using Python, Robot Framework, and Selenium. Standardized test environments and SOPs for kernel driver releases, meeting WHQL requirements.
Senior Customer Service Engineer, WorryFree Business Security
TrendMicro 2013 - 2014
Managed SEG cases and customer issues, reducing case turnover rate through process improvements and a custom remote debug tool. Collaborated with technical support teams to streamline hot release flows, enhancing customer support efficiency.
QA Engineer, WorryFree Business Security Advanced
TrendMicro 2010 - 2013
Developed and executed test specifications and cases, collaborating with cross-country teams to meet tight release schedules. Oversaw internal and external beta testing programs, supporting over 100,000 customers effectively.
Firmware Engineer
Tatung 2006 - 2010
Developed firmware for LCD TVs using C, improving performance efficiency by 20% through optimization and testing. Designed and maintained electric control systems using Java, ensuring product reliability.
Skills
customer-support
project-manager
quality-assurance
