Application Support Engineer（外企正式）

Responsibilities:
· Provide production support for sales and delivery applications, including but not limited to Sales Applications, Order-to-Delivery Applications, and Ownership Applications.
· Support sales and delivery business operations by managing production incidents and basic requests, conducting thorough issue analysis, implementing immediate containment solutions, and recommending long-term resolutions.
· Serve as the primary point of contact for support requests related to sales and delivery applications, ensuring all requests are logged promptly, courteously, and accurately. Collaborate with business stakeholders and Product Managers (PM) on the design and enhancement of new features and processes.
· Escalate unresolved issues within the IT department to guarantee timely resolution, maximize system uptime for users, and oversee the full lifecycle of issues with clear communication to ensure high satisfaction for sales teams and customers.
· Proactively monitor systems, identify, resolve, or mitigate production issues to minimize disruptions to sales operations and customer experience.
· Develop support tools to automate repetitive requests or issue resolution processes for sales and delivery applications.
· Collaborate with Development, PM, and Business teams on testing and advanced support activities for sales and delivery systems.
Requirements:
Must-Have Qualifications:
· Bachelor’s degree in Computer Science or equivalent education.
· 1-5 years of coding experience, with hands-on expertise in developing and maintaining applications.
1 years of AI technology experience
· At least 1+ years of experience in a support role, with a solid understanding of support processes and Service Level Agreements (SLAs).
· Strong skills in root cause analysis and problem-solving.
· Proficiency in SQL for database querying and analysis.
· Basic knowledge of infrastructure components, including networking, databases, and Kubernetes (K8S).
· Demonstrated ability to multitask and perform effectively under pressure.
· Adaptability to excel in a fast-paced, dynamic environment.
Preferred Qualifications:
· Programming skills in Python and/or .NET are a significant advantage.
· Familiarity with monitoring and logging tools such as Grafana and Splunk.
· Strong English communication skills, both written and verbal.