System Troubleshooting and Closed-Loop Incident Management: Responsible for fault analysis and resolution of the company’s proprietary systems (WES, RMS, IOP, etc.). Establish issue tracking mechanisms and drive closed-loop management from issue discovery to resolution. Continuously optimize system performance.
Business Operations Support: Develop deep understanding of customer business scenarios. Support business operations process optimization and efficiency improvement. Proactively identify potential risks and provide improvement recommendations to continuously enhance customer satisfaction.
Knowledge Management and Customer Enablement: Systematically document issues and solutions, building and maintaining a system knowledge base. Deliver system training and enablement to customers, enhancing their understanding of the systems and their independent operational capabilities.
Cross-Functional Collaboration: Work closely with R&D, product, and implementation teams to drive rapid issue localization and resolution, ensuring stable system operation.
Job Requirements
Education & Major: Bachelor’s degree or above in Computer Science, Software Engineering, Information Management, Automation, Logistics Engineering, or related fields. Open to 2027 graduating students.
Technical Skills: Solid foundation in databases (SQL queries) and familiarity with basic Linux operations. Programming experience (Java, Python, Shell, etc.) is preferred.
Problem Analysis Ability: Clear logical thinking with strong problem analysis and troubleshooting capabilities. Able to quickly identify root causes from complex scenarios.
Communication Skills: Strong verbal and written communication skills. Able to translate technical issues into language easily understood by customers.
Language Proficiency: Native-level Chinese. English as a working language — proficient in reading and writing, with conversational ability for routine work communication.
Work Attitude: Strong sense of responsibility, excellent service mindset, and team collaboration spirit. Able to adapt to a 7×24 rotating shift schedule (including night shifts).
Resilience Under Pressure: Able to remain calm under high-pressure situations and effectively handle emergency incidents and customer requests.
Preferred Qualifications
Internship experience in technical support or operations at an internet/technology company
Familiarity with the warehouse logistics industry or WMS, WCS, RMS, and other warehouse management systems
Data analysis capability — able to use tools such as Excel or Python for data mining and report analysis
Experience in customer training or technical documentation writing
Fluent spoken English, capable of supporting overseas customers (AP, EU, and US regions)
Knowledge of the ITIL service management framework or experience using ITSM tools
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