Technical Advisor （ServiceNow/Splunk/BigFix）

<p><strong>Job Overview​</strong></p><p>We are seeking a Technical Advisor to bridge technical support, solution design, and pre-sales collaboration. You will support internal teams and external clients by resolving technical issues, designing fit-for-purpose solutions, and assisting sales teams in showcasing technical value—ensuring alignment between client needs, business goals, and technical capabilities.​</p><p><strong>Key Responsibilities​</strong></p><p><strong>1. Pre-Sales Technical Support​</strong></p><ul><li>Partner with sales teams to understand client business needs, conduct technical requirement gathering, and translate needs into actionable technical solutions (e.g., system architecture outlines, integration feasibility plans).​</li></ul><ul><li>Deliver technical product/service demonstrations to clients, highlighting key features, scalability, and alignment with their pain points (e.g., cost reduction, efficiency improvement).​</li></ul><ul><li>Assist in creating pre-sales materials: technical proposals, RFP/RFQ responses, and ROI analysis (e.g., calculating time savings from proposed system upgrades).​</li></ul><ul><li>Address client technical objections during pre-sales cycles (e.g., data security compliance, compatibility with existing IT infrastructure) and provide real-time expert guidance.​</li></ul><p><strong>2. Technical Support & Problem-Solving​</strong></p><ul><li>Provide 2nd-line technical support to internal teams and clients, resolving issues related to IT systems, software, or hardware (e.g., system integration errors, performance bottlenecks).​</li></ul><ul><li>Diagnose complex technical problems, document root causes, and develop preventive solutions (e.g., updating user guides, optimizing system configurations).​</li></ul><ul><li>Collaborate with engineering/development teams to escalate and resolve unresolved technical issues, ensuring SLA compliance.​</li></ul><p><strong>3. Solution Optimization & Knowledge Sharing​</strong></p><ul><li>Post-sale: Support client onboarding by sharing technical best practices and ensuring smooth handoff from pre-sales to implementation teams.​</li></ul><ul><li>Maintain up-to-date knowledge of industry technical trends (e.g., cloud adoption, cybersecurity standards) and internal product/service updates to inform pre-sales and support work.​</li></ul><ul><li>Create and update technical documentation (e.g., solution briefs, troubleshooting playbooks) for sales teams and clients.​</li></ul><p><strong>Required Qualifications​</strong></p><ul><li>Bachelor’s degree in Computer Science, Information Technology, or a related technical field.​</li></ul><ul><li>5-10 years of experience in technical support, solution design, or pre-sales collaboration (experience in B2B tech environments preferred).​</li></ul><ul><li>Strong technical aptitude: Ability to understand and explain complex systems/software to both technical and non-technical stakeholders.​</li></ul><ul><li>Excellent communication and presentation skills (for client demos, proposal reviews, and cross-team alignment).</li></ul>