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Product Support Engineer

3 months ago

Camden Area, Greater London, United Kingdom Tencent Full time

About TencentnTencent is a world-leading internet and technology company that develops innovative products and services to improve the quality of life of people around the world.

Founded in 1998 with its headquarters in Shenzhen China, our guiding principle is to use technology for good.


We are not only a major video game publisher in the world, we also produce other high-quality digital content, enriching interactive entertainment experiences for people around the globe.

We offer a range of services such as cloud computing, advertising, FinTech, and other enterprise services to support our clients' digital transformation and business growth.

Cloud & Smart Industries Group (CSIG) is responsible for promoting the company's cloud and industry Internet strategy.

CSIG explores the interactions between users and industries to create innovative solutions for smart industries via technological advancements such as cloud, AI, and network security.

While driving the digitalization of retail, medical, education, transportation and other industries, CSIG helps companies serve users in smarter ways, building a new ecosystem of intelligent industries that connect users and businesses.


Job DescriptionnServe as a subject matter expert in both IT and business domains, identifying, understanding, and defining customer needs, objectives, and business requirements.nCollaborate with global IT teams and local operations teams abroad to deliver optimal IT and cloud infrastructure solutions for Tencent's Europe Gaming business.nOffer professional technical advisory and support to our Europe business, encompassing solution preparation and evaluation, Proof of Concept (POC), demonstration, and professional service delivery.nDrive the adoption of existing IT solutions within the business based on need and value, representing feedback from the business to the IT department.nAs a key member of Tencent Europe IT team, coordinate business demand and IT requirement review meetings, producing high-quality reports on business requirements and other essential IT documentation.nRegularly engage with relevant cross-functional stakeholders (business and IT in both HQ and Overseas), to manage expectations and provide updates on product and project status.nContinuously enhance IT product and solution management processes, focusing on improving Speed to Market through initiatives such as process optimization, automation, self-service, and supportability.nDefine and deliver quantitative and qualitative data-driven analytics and metrics to drive and measure product capabilities adoption, customer satisfaction, and continuous improvements.

Job RequirementsnSelf-motivated, articulate, and passionate to deliver the best result and achieve the highest customer satisfaction.

Quick learner.nLove satisfying customers with a state-of-the-art cloud solution, automation, realizing ideas, building services, and unlocking the potential of new technologynCollaborative, independent, insistent, flexible, and open-minded.

And you see no conflict in any of these things.nKnowledgeable, resourceful, and show initiative.

You always keep the customer's objectives in mind.nPositive by nature, a great team player, and both dependable and autonomous.nCustomer-oriented and could work at a very fast pace.

Diversity, Equity & Inclusion at TencentnDiversity, equity and inclusion are important, interdependent components of our workplace.

As an equal opportunity employer, we firmly believe that diverse voices fuel our innovation and allow us to better serve our users and the community.

We foster an environment where every employee of Tencent feels supported and inspired to achieve individual and common goals.