Application Support

Responsibilities

• Investigate software functionalities problems raised by customers and internal teams.
• Support internal/external platform users by monitoring and troubleshooting both in-house and 3rd party applications
• Collaborate with development teams, and product management in multi-region to resolve product technical problems.
• Work with customer support teams, and content operation teams in multiple countries to find a solution for customer issues.
• Provide immediate technical assistance to global service operation teams for major service outages and aim to rectify and recover the service.
• Provide expertise recommendations for service improvement, software verification, and release.
• Inspect and ensure all platform applications function properly through coordination with technical teams
• Resolve and/or escalate tickets and incidents

Required Qualifications

• Strong problem-solving skills with analytical thinking to identify the root cause of failure under pressured situation
• Being able to write, read and speak English, especially comprehensive and well-organized writing skills is highly preferred.
• Coding is not required, but should be familiar with app configuration-related stuff i.e. XML, IIS including application log and event log. Basic network troubleshooting, SFTP, and some knowledge of MSSQL would be also an advantage.
• Be able to work at home during late night or early morning for deployment as assigned (Shift work ).
• Be able to work as a team, willing to learn, and very detailed oriented.
• Having experience in AWS infrastructure technology is a benefit.
• Bachelor in Information Technology, Computer Science, Computer Engineering and related fields
• 1 - 5 years of experience in deployment, application troubleshooting, and related competencies
• Experience in Production support in Global term