Job summary
Beijing Device OS and LMS Team is looking for an outstanding Application Engineer who independently own web application development and eager to dive deep into operational pain-points and understand business requirement from process and tool level, always pushing self to resolve challenging problems.
You begin to play a leadership role on your team by becoming a subject matter expert on one or more services. You own support activities for these services and regularly work with development teams to establish and improve service support. You operate with limited guidance from management and aggressively drive issues to resolution. You understand the business logic and architecture of your supported services that enable you to regularly resolve undocumented trouble tickets. You are able to read and understand complex application code and make approved code fixes to resolve support issues. You provide mentoring, training, documentation, and tools to other Support Engineers to enable them to perform support activities. You regularly contribute to the creation and improvement of all support documentation. You may perform code builds and deployments communicating status regularly before, during, and after each deployment. You create and interpret metrics that measure support success and service performance. You help develop and refine operational policies and procedures used by your team and internal customers. You work on support projects that are large in scope and lead other Support Engineers on smaller projects. You participate fully and constructively in the planning of your team’s work. You have the ability to write simple and efficient tools to improve operational efficiency. You contribute to design and development of support tools using software engineering best practices. You mentor other Support Engineers and are involved in hiring.



Key job responsibilities
Some of the key job functions:
-Collect business requirement, design technical framework and coding to build up tools for improving operational efficiency.
-Maintain services/tools upgrade and trouble-shooting in compliance with Amazon COO policy.
-Provide support of incoming tickets, including extensive troubleshooting tasks, with responsibilities covering multiple products, features and services
-Work on operations and maintenance driven coding projects, web technologies
-Software deployment support in staging and production environments
-Develop tools to aid operations and maintenance
System and Support status reporting
-Ownership of two or above services development
-Customer notification and workflow coordination and follow-up to maintain service level agreements
-Work with support team for handing-off or taking over active support issues and creating a team specific knowledge base and skill-set

A day in the life
• Your technical knowledge is broad, typically ranging from front-end UIs through to back-end systems and all points between. You have hands-on expertise with many disparate technologies.
• You have developed a deep knowledge of one or more services, and are recognized by your peers as a go-to person for your areas of expertise.
• You have identified, created, and communicated support processes that are used across teams to improve operational efficiency.
• You have good knowledge of the work done by other teams in your department and proactively help other teams.
• You routinely look for ways to improve services, procedures, documentation, and tools.
• You always drive issues to root cause and aren’t satisfied with unknown or transient issues.
• You resolve some issues by reading complex service code to determine root cause.
• You identify and develop tools to improve operational efficiencies.
• You lead small support projects that complete on time.
• You get a lot done. You work very efficiently and routinely deliver the right things.
• You bring harmony to discordant views, helping convince stakeholders to follow the best way forward.
• You demonstrate resilience and navigate difficult situations with composure and tact.
• You actively mentor more junior members of the team, helping them improve their skills, their knowledge of our systems, and their ability to get things done.