Responsibilities

- Conduct in-depth troubleshooting and resolution of complex technical issues escalated from L1 support, including system anomalies, performance bottlenecks, and integration failures.
- Prepare detailed technical case studies and solution documentation, and continuously improve the team knowledge base.
- 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.
- 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

- Bachelor's degree or above in Computer Science, Automation, Logistics, or related fields.
- Minimum 3 years of experience in system support/operations, with background in robotics, logistics automation, WMS systems, or large-scale internet system support.
- Technical Competencies:
- 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.
- Excellent logical analysis, stress resilience, and customer service mindset, with effective cross-team communication skills.

Preferred Qualifications (Advantages)

- 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.
- 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).
- Familiar with robot scheduling systems, Warehouse Management Systems (WMS), or Warehouse Control Systems (WCS).

📌 System Technical Support (Greater Toronto Area)
🏢 Geek+
📍 Greater Toronto Area