1. Conduct in-depth troubleshooting and resolution of complex technical issues escalated from L1 support, including system anomalies, performance bottlenecks, and integration failures.
2. Prepare detailed technical case studies and solution documentation, and continuously improve the team knowledge base.
3. Collaborate on system upgrades, working closely with R&D, product, and other departments to clearly describe the root cause of issues (involving databases, systems, or application logic) and drive problems to resolution.
4. Provide customer support and knowledge transfer, offering necessary technical training and guidance to internal L1 teams and customers to enhance front-line problem-solving capabilities.
Requirements:
- 1. Bachelor's degree or above in Computer Science, Automation, Logistics, or related fields.
- 2. Minimum 3 years of experience in system support/operations, with background in robotics, logistics automation, WMS systems, or large-scale internet system support.
- Proficient in MySQL Database: Skilled in SQL optimization, transactions, locking mechanisms, with substantial experience in performance tuning and troubleshooting.
- Proficient in Linux OS: Familiar with Shell scripting, and adept at using various commands and tools for system diagnostics.
- Solid foundation in Java Programming: Ability to read and understand Java application code logic to assist in log analysis and issue identification.
- Familiar with networking fundamentals and common application service architectures.
4. Excellent logical analysis, stress resilience, and customer service mindset, with effective cross-team communication skills.
Preferred Qualifications (Advantages):
1. Familiar with using AI technologies or tools, capable of leveraging AI-assisted tools for intelligent log analysis, failure prediction, code investigation, or automated documentation generation to enhance problem-solving efficiency; basic understanding of common AI models (e.g., machine learning, natural language processing) in business applications.
2. Able to use English/Chinese as a working language for technical communication, documentation reading, and writing; open to business travel or relocation (Toronto, Canada; London/Manchester, UK).
3. Familiar with robot scheduling systems, Warehouse Management Systems (WMS), or Warehouse Control Systems (WCS).
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System Technical Support in Toronto employer: Geek+
At Geek+, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture, especially for our Account Service Manager role. With the flexibility of remote work and preferred hub locations in vibrant cities like Toronto, Atlanta, and Houston, we offer competitive benefits, opportunities for professional growth, and a collaborative environment where your contributions directly impact customer success across North and South America. Join us to be part of a forward-thinking team that values innovation and empowers you to thrive in the rapidly evolving field of robotics and automation.
