Developer Support Specialist

As HMS ecosystem grow rapidly around the world, app developers from all around the world increasingly use HMS to utilize its rich and cutting-edge features for their app. Before, during or after development, developers need our support for their unique technical or non-technical questions, creative requirements and integration problems which needs to be addressed and solved quickly, without compromising high quality. To accomplish this very critical task, we have created an internal ticket operation system in which as a part of a very competent support team you receive questions (through tickets) from all over the world and what we do is to address the case or question, troubleshoot it, collect critical info from sender, deep dive into it, test it and solve it, and if you are not the correct address for the problem, escalate it to the technical expert or operation teams. During this process we’re communicating with product teams and other technical support engineers when needed, so it is also a team work.

Besides helping developers for their issues, it is also critical for you to advocate for developers interests and requirements internally at company by creating bug and requirement tickets, sharing best practices and valuable knowledge, which brings the responsibility and opportunity for you to improve the global HMS products touching millions of developers.

Requirements

• Take active and vital role on troubleshooting, diagnosing and resolving technical issues and questions raised by developers (through tickets) using HMS. If the ticket is not solvable in the existing level then escalate it to the relevant level or department (L2).
• Follow an established methodology and set of practices to ensure that tickets have been analyzed, solved or escalated within predefined SLAs.
• Beside solving technical problems of developers, provide proactive technical / non-technical guidance to developers.
• Continuously review existing documents and knowledge base, contribute for further improvements and enhancements.
• Design and develop best practices, regularly share knowledge to ease other ticket handlers’ and developers’ work those who tackles HMS related issues.
• Continuously analyze and verify products and features within HMS ecosystem, think from developer's point of view and address further improvements on products, cooperate with product teams, focus on improving developer experience.
• Minimum Qualifications
• Bachelor’s degree, majoring in Engineering or related fields.
• Online Support Experience
• Solid troubleshooting and analytical thinking skills, able to dive into complex problems, and find the root cause.
• Excellent written and verbal skills with strong grasp of English is a must.
• Minimum 3 years experience
• Preferred Qualifications
• Experience in IT related domain is a plus.
• Experience or knowledge of mobile applications and Android OS is a plus.