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.