Job Description

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• Incident Management: Respond promptly to incidents reported by users, monitoring systems, or automated alerts related to mobile app production issues. Diagnose and resolve problems to minimize downtime and ensure optimal app performance.
• Troubleshooting: Investigate and troubleshoot complex technical issues in the mobile app production environment, which may involve interactions with other middleware or backend components.
• Root Cause Analysis: Perform thorough root cause analysis for recurring or critical issues, identifying underlying problems and recommending solutions to prevent future occurrences. Collaborate with other teams for more extensive problem resolution.
• Escalation Management: Escalate critical issues to appropriate teams or management as needed, ensuring proper communication and collaboration during incident resolution.
• Documentation: Maintain detailed and up-to-date documentation of issues, troubleshooting steps, solutions, and best practices. Contribute to the knowledge base for both fellow support engineers
• Performance Monitoring: Monitor the mobile app production environment using relevant monitoring tools and dashboards. Proactively identify potential performance bottlenecks or anomalies and take corrective actions.
• Release Support: Assist in the deployment and monitoring of new mobile app releases. Collaborate with development and QA teams to ensure smooth transitions and timely identification of any issues arising from new releases.
• Collaboration: Work closely with cross-functional teams, including developers, QA engineers, and other component teams, to facilitate efficient incident resolution and continuous improvement of app stability.
• Emergency Response: Be available for on-call rotations to provide 18/7 support for critical production incidents, responding promptly and effectively to ensure minimal service disruption.
• Continuous Improvement: Contribute to process enhancements and automation initiatives to streamline incident detection, response, and resolution, with the goal of improving overall system reliability.

Qualifications:

• Minimum 3-5 years of experience in technical support role, with at least 1 year specifically in mobile app production support
• Understand how APIs and Microservices and integration with external systems work
• Experience in React Native or mobile app development or any frontend development is a plus
• Experience with troubleshooting tools and methodologies, eg. MTIM Proxying tool (Charles/ Proxyman)
• Familiarity with monitoring and alerting systems.
• Ability to analyse complex issues, break down problems into manageable components, and systematically work towards solutions.
• Excellent written and verbal communication skills, with the ability to articulate technical issues to both technical and non-technical stakeholders.
• Good interpersonal skills, with the ability to interact with cross-functional teams at all levels, a team player.
• Demonstrated ability to work effectively in a team environment and collaborate with various technical and non-technical teams.
• Strong organizational and time-management skills to handle multiple tasks and priorities in a dynamic, fast-paced environment.
• Meticulous attention to detail when diagnosing issues and documenting solutions.
• Willingness to participate in on-call rotations to provide support during off-hours and weekends.
• Ability to take ownership of issues, drive them to resolution, and ensure customer satisfaction.
• Strong analytical and critical-thinking skills to identify patterns and trends in incidents.

About Us:

Beyondsoft (listed by the Shenzhen Stock Exchange, stock code 002649) is a global provider of IT consulting, product and solution services. Relying on strong R&D and innovation capabilities, the company widely adopts emerging technologies based on big data and mobile internet, including big data management platform, enterprise risk warning and public opinion monitoring system, AI-based intelligent operation and maintenance service, and intelligent automated test products. And a wide range of products and solutions, including internationally authoritative software testing qualification training, for a wide range of services in the fields of high technology, internet, finance, retail, logistics, energy, manufacturing, and medical.

For more information, please visit www.beyondsoft.com

Beyondsoft