System Technical Support L2

Role: System Technical Support

Location: Ontario, Canada

Geek+ is a global leader in robotic solutions for logistics. We develop Autonomous Mobile-Robot (AMR) solutions to realize flexible, reliable, and highly efficient automation for warehouses and supply chain management by automating various laborious tasks like picking, moving, and sorting. We've led the global AMR market share for three consecutive years, being declared the world's no.1 AMR leader. (Source: Interact Analysis). The North American headquarters in San Diego, California will continue to power our growth in Canada, United States, and Mexico.

Life at GeekPlus is straightforward. We're a team of geeks who love technology and teamwork. We work together to meet customer needs; we celebrate our wins and learn from our misses. The only thing better than seeing customer operations improved by our technology is seeing it happen at scale! We are biased toward action and getting things done and think differently about how we apply technology. We support each other, and we're empowered to win. Our strength comes from our different backgrounds and perspectives.

Responsibilities:

1. Conduct in-depth troubleshooting and resolution of complex technical issues escalated from L1 support, including system anomalies, performance bottlenecks, and integration failures.
2. Prepare detailed technical case studies and solution documentation, and continuously improve the team knowledge base.
3. Collaborate on system upgrades, working closely with R&D, product, and other departments to clearly describe the root cause of issues (involving databases, systems, or application logic) and drive problems to resolution.
4. Provide customer support and knowledge transfer, offering necessary technical training and guidance to internal L1 teams and customers to enhance front-line problem-solving capabilities.

Requirements:

1. Bachelor's degree or above in Computer Science, Automation, Logistics, or related fields.
2. Minimum 3 years of experience in system support/operations, with background in robotics, logistics automation, WMS systems, or large-scale internet system support.
3. Technical Competencies:
   - Proficient in MySQL Database: Skilled in SQL optimization, transactions, locking mechanisms, with substantial experience in performance tuning and troubleshooting.
   - Proficient in Linux OS: Familiar with Shell scripting, and adept at using various commands and tools for system diagnostics.
   - Solid foundation in Java Programming: Ability to read and understand Java application code logic to assist in log analysis and issue identification.
   - Familiar with networking fundamentals and common application service architectures.
4. Excellent logical analysis, stress resilience, and customer service mindset, with effective cross-team communication skills.

Preferred Qualifications:

1. Familiar with using AI technologies or tools, capable of leveraging AI-assisted tools for intelligent log analysis, failure prediction, code investigation, or automated documentation generation to enhance problem-solving efficiency; basic understanding of common AI models (e.g., machine learning, natural language processing) in business applications.
2. Able to use English/Chinese as a working language for technical communication, documentation reading, and writing
3. Open to business travel or relocation (Toronto, Canada; London/Manchester, UK).
4. Familiar with robot scheduling systems, Warehouse Management Systems (WMS), or Warehouse Control Systems (WCS).