Responsibilities:

📍Provide technical support and manage urgent escalations in high-traffic production environments, ensuring smooth operations. 📍Collaborate closely with stakeholders, including customers, product managers, developers, and the management team, to resolve issues effectively. 📍Analyze service ticket data to identify root causes, draft Root Cause Analysis (RCA) reports, and recommend system-level improvements. 📍Work with global product and development teams to participate in iteration, release, and roadmap planning. 📍Manage multiple incidents and deadlines in a fast-paced, dynamic environment with high flexibility and prioritization skills. 📍Continuously improve service quality and efficiency through process optimization, coaching, and documentation. 📍Support and optimize customer and business processes, integrating AI and Machine Learning solutions where applicable.

Requirements:

📍Undergraduates in Computer Science or related field (preferably with relevant internship experience) can be considered 📍Must have strong capabilities to identify, analyze and resolve problems logically and systematically 📍Unix/Linux with shell scripting, etc 📍Databases experience (Oracle, MySQL) 📍Web or App related project support experience with HTTP protocol, JavaScript, RESTful, Json, Web Service, TCP/IP, Linux/Unix 📍Understanding of software development methodologies and coding standards 📍Experience with software application debugging and troubleshooting 📍Familiar with technical support process and escalation management