System Technical Support

Geek+; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

Geek+ is seeking an experienced system support/operations professional to tackle escalated technical issues in a robotics and logistics automation environment. You will collaborate with R&D, product, and other departments to root cause problems and drive resolutions.

You will also develop solution documentation, transfer knowledge to internal L1 teams, and contribute to system upgrades with a strong emphasis on accurate log analysis and cross-team communication.

Qualifications

• Bachelor’s degree or above in Computer Science, Automation, Logistics, or related fields.
• Minimum 3 years of experience in system support/operations, with robotics/logistics automation or large-scale internet system support.
• Proficient in MySQL: SQL optimization, transactions, locking, performance tuning.
• Proficient in Linux OS: Shell scripting, diagnostics and tooling.
• Solid foundation in Java programming: reading code, log analysis.
• Familiar with networking fundamentals and typical service architectures.

Responsibilities

• Conduct in-depth troubleshooting and resolution of complex issues escalated from L1 support.
• Prepare technical case studies and documentation; improve knowledge base.

Skills

Troubleshooting

Cross-team communication

Customer service mindset

Analytical thinking

Education

Bachelor's degree or above in Computer Science/Automation/Logistics

Tools

MySQL

Linux OS

Java

Networking fundamentals

Job description

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.
• 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 (Advantages):

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; open to business travel or relocation (Toronto, Canada; London/Manchester, UK).

3. Familiar with robot scheduling systems, Warehouse Management Systems (WMS), or Warehouse Control Systems (WCS).