Customer Support Enablement & Readiness Lead (iCafe, China)

About the role

Logitech is hiring a Customer Support Enablement & Readiness Lead for its iCafe business in Shenzhen. As the central owner of technical enablement and readiness, you turn technical assets into scalable training, certifications and knowledge systems that make partners self-sufficient and drive business growth. The role is central to New Product Introduction (NPI), ensuring iCafe-specific readiness from day one.

Key responsibilities

• Own iCafe technical readiness throughout the NPI lifecycle, partnering early with Product and R&D to harvest, structure and operationalize technical assets
• Translate complex engineering concepts into practical training materials and technical documentation for iCafe environments
• Design and deliver regular new product and advanced technical training for system administrators, key iCafe accounts and internal technical teams
• Build and lead a structured iCafe technical certification program that helps partners independently diagnose and resolve hardware, software and network issues
• Create and maintain a dedicated iCafe technical Knowledge Base, turning high-frequency issues and best practices into reusable assets
• Identify knowledge gaps and customer pain points, and continuously enrich enablement content
• Define, track and analyze metrics such as certification adoption, KB utilization and repeat-issue reduction
• Connect Sales, Product, R&D and Tier 1 Support so technical enablement supports go-to-market and customer success

Required profile

• 5+ years of experience in Enterprise Customer Success, Technical Enablement, Technical Training or Technical Account Management (TAM)
• Experience in gaming, esports, iCafe ecosystems or large-scale system integration strongly preferred
• Ability to quickly grasp PC peripherals, drivers and iCafe hardware/software architectures
• Experience building training programs, technical courseware or certification frameworks from the ground up
• Excellent cross-functional communication in Mandarin and English