Senior L1/L2 Support Engineer

ResponsibilitiesRequired Skills & ExperienceTechnical Skills5+ years of experience in Application Support, Production Support, Technical Operations, TechOps, or related roles.Strong knowledge of AWS cloud services and operational support.Good understanding of cloud-native application architecture.Experience supporting:Digital platformsE-commerce systemsCustomer-facing web applicationsMobile applicationsKnowledge Of CDN technologies and content delivery architecture.Experience with monitoring and observability platforms such as:Data dogNew RelicDynatraceAppDynamicsGrafanaCloudWatchFamiliarity with APM (Application Performance Monitoring) concepts.Understanding Of SRE principles and operational best practices.Strong knowledge Of:APIsMicroservicesWeb servicesSystem integrationsAuthentication and authorization flowsExperience using ticketing and ITSM platforms (Jira Service Management, ServiceNow, etc.).Understanding of Incident, Problem, and Change Management processes.Familiarity with log analysis tools such as Elasticsearch, Kibana, Splunk, or CloudWatch Logs.Soft Skills:Strong troubleshooting and analytical thinking abilities.Naturally curious and investigative, with a desire to understand the full context behind incidents and operational events.Excellent problem-solving and root cause analysis skills.Strong ownership mindset and accountability.Ability to work independently in a fast-paced operational environment.Good communication and stakeholder management skills.Ability to remain calm and methodical during high-severity incidents.Strong documentation and knowledge-sharing.Continuous improvement mindset with a focus on automation and operational efficiency.Required SkillsKnowledge Of WeChat Mini Program ecosystem and integrations.Experience supporting SAP Commerce, Adobe Experience Manager (AEM), Magento, Shopify, or similar e-commerce platforms.Basic scripting skills (Python, Shell, Bash, PowerShell).Experience with API Gateway and event-driven AWS Certifications (Cloud Practitioner, Solutions Architect Associate, Sysops Administrator).ITIL Foundation certification.Experience supporting payment gateways and digital commerce ecosystems.Ability to communicate in Mandarin.