Customer Success Support Manger (Volcengine HiAgent)

Overview

WHO WE ARE:

Beyondsoft is a leading mid-sized business IT and consulting company that combines modern technologies and proven methodologies to tailor solutions that move your business forward.Our global head office is based in Singapore, and our team is made up of a diversely talented team of experts who thrive on innovation and pushing the bounds of technology to solve our customers’ most pressing challenges.When it comes time to deliver, we set our sights on that sweet spot where brilliance, emerging technologies, best practices, and accountability converge. We have a global presence spanning four continents (North America, South America, Europe, and Asia). Our global network of talent and customer-centric engagement model enables us to provide top-quality services on an unprecedented scale.

WHAT WE’RE ABOUT:

We believe that collaboration, transparency, and accountability are the values that guide our business, our delivery, and our brand. Everyone has something to bring to the table, and we believe in working together with our peers and clients to leverage the best of one another in everything we do. When we proactively collaborate, business decisions become easier, innovation is greater, and outcomes are better.

Our ability to achieve our mission and live out our values depends upon a diverse, equitable, and inclusive culture. So, we strive to foster a workplace where people have the respect, support, and voice they deserve, where innovative ideas flourish, and where people can unleash their brilliance. For more information regarding DEI at Beyondsoft, please go to https://www.beyondsoft.com/diversity/.

Responsibilities

POSITION SUMMARY:

We are looking for an expert proficient in Volcengine HiAgent or with relevant Agent development/configuration experience for the Saudi project. As the technical core of the customer success team, you will be on-site, focusing on the implementation, configuration, optimization, and daily support of the HiAgent platform. Your job is to ensure customers fully utilize HiAgent to build and manage agents, resolve technical challenges in Agent development and debugging, and drive successful implementation.

WHAT YOU WILL BE DOING:

• Deeply participate in customer Agent application scenarios, responsible for configuration, debugging, and integration with customer systems.
• Act as the primary technical interface for HiAgent, providing professional consulting, Q&A, and troubleshooting for Agent development and API calls (p. 2).
• Guide customers in Agent design and optimization; collect bad cases and assist back-end algorithm and R&D teams in tuning .
• Provide training on the HiAgent platform, and write targeted technical guides and scenario-based solutions.
• Collect and organize customer functional requirements and improvement suggestions for HiAgent, and feedback to internal product and R&D teams.

Qualifications

MINIMUM QUALIFICATIONS:

• Relevant experience in Agent application development, configuration, or support; experience in enterprise-facing technical support or consulting is preferred (p. 3).
• Familiar with at least one LLM application development and principles; experience with LangChain, LlamaIndex, or similar platforms; proficient in at least one programming language like Python/Go with code debugging skills; familiar with RESTful APIs.
• Excellent customer communication skills to explain complex concepts clearly; strong hands-on and fast learning abilities.
• Native Mandarin speaker level, used for highly efficient internal team collaboration.
• Fluent in spoken and written English, capable of participating in technical communication and reading/writing technical documents.
• On-site resident support at customer site; short-term business travel may be required.
• Able to accept 7x24 on-call schedules, responding quickly to urgent customer needs.
• Respect and understand local Saudi laws, regulations, business culture, and social customs.
• Possess a high awareness of data security and privacy protection, strictly complying with company and customer data regulations

PREFERRED QUALIFICATIONS:

• Basic conversation skills in Arabic

Beyondsoft provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type with regards to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the full employee lifecycle up through and including termination.