Digital Commerce Application Support Engineer - Shenzhen

Purpose of Position

• The Digital Commerce Application Support Engineer will be responsible for maintaining the day-to-day stability, performance, and operational effectiveness of CASETiFY's digital commerce applications and connected services. The incumbent will work closely with e-commerce operations, product, engineering, infrastructure, data, customer service, and external vendors to investigate issues, restore services, and maintain reliable customer-facing operations.
• The incumbent is expected to understand direct-to-consumer (DTC) and e-commerce operations and possess a solid technical background in databases, SQL, application monitoring, system integration, and production support. This role will support CASETiFY's websites, mobile applications, mini-programs, and related back-end commerce platforms in a fast-paced and dynamic environment.

Job Description

• Provide application and production support for CASETiFY's digital commerce platforms, including e-commerce websites, mobile applications, mini-programs, and related operational systems,
• Understand end-to-end DTC and e-commerce processes, including product setup, pricing, promotions, inventory, cart, checkout, payment, order processing, fulfilment, returns, and customer service,
• Monitor application health, transaction flows, APIs, interfaces, scheduled jobs, system performance, and operational alerts to identify and address issues proactively,
• Perform incident triage, assess customer and business impact, determine severity and priority, and coordinate resolution within agreed service levels,
• Use SQL and database tools to investigate data issues, validate transactions, support reconciliation, and identify root causes across integrated systems,
• Analyze application logs, error messages, API responses, monitoring alerts, and system records to diagnose technical and functional issues,
• Work closely with engineering, infrastructure, database, data, security, product, and business teams to resolve application issues and remove operational blockers,
• Troubleshoot integrations with ERP, OMS, WMS, CRM, payment gateways, logistics providers, marketing platforms, and other internal or third-party services,
• Support major incident management through timely escalation, stakeholder communication, service restoration, root cause analysis, and follow-up remediation,
• Support releases, configuration changes, production deployments, smoke testing, and post-release validation to ensure operational readiness and business continuity,
• Support approved data correction and reconciliation activities in accordance with access, change-management, and audit-control requirements,
• Maintain and continuously improve support procedures, troubleshooting guides, operational runbooks, known-error records, and knowledge-base documentation,
• Improve monitoring, alerting, automation, and support workflows to reduce manual effort, improve detection, and shorten incident-resolution time,
• Track incident trends, recurring problems, service performance, and operational risks, and recommend preventive and permanent corrective actions,
• Provide clear technical support and guidance to e-commerce operations and business users, including issue reproduction, data verification, and temporary workarounds when required,
• Participate in peak-season, major campaign, and product-launch support activities to ensure stable and reliable digital commerce operations.

Requirements

• At least 3-5 years of relevant experience in application support, production support, e-commerce technology operations, or related roles
• Good understanding of DTC and e-commerce operations, including customer-facing journeys and back-end order and fulfilment processes
• Strong SQL skills with practical experience in querying, validating, reconciling, and analyzing data in relational databases
• Good understanding of database concepts, data structures, transactions, indexing, data integrity, and common platforms such as MySQL, PostgreSQL, or SQL Server
• Experience supporting customer-facing digital products such as e-commerce websites, mobile applications, mini-programs, or other high-transaction platforms
• Ability to analyze application logs, error messages, API responses, system alerts, and integration failures to identify technical issues
• Good understanding of APIs, HTTP, JSON, web technologies, system interfaces, and common integration patterns
• Experience with enterprise integrations involving ERP, OMS, WMS, CRM, payment gateways, logistics platforms, or related applications is preferred
• Good understanding of incident, problem, change, release, and root cause management practices in production environments
• Familiarity with monitoring, logging, ticketing, and application performance management tools is preferred
• Basic knowledge of cloud platforms, infrastructure, networking, and security concepts is an advantage
• Scripting or automation experience using Python, Shell, or similar tools is a plus
• Strong analytical, troubleshooting, and problem-solving skills with a structured and detail-oriented approach
• Good communication and stakeholder-management skills, with the ability to work effectively with technical teams, business users, and external vendors
• Strong ownership, urgency, and customer focus, with the ability to work under pressure and provide support during critical incidents or peak trading periods when required
• Experience in e-commerce, retail, omnichannel, or other high-transaction digital environments is highly preferred, with proficiency in spoken and written English and Chinese.