Application Support Engineer

Location: CN - Shanghai   
Goodyear Talent Acquisition Representative: Amber Li  
Sponsorship Available:  No
Relocation Assistance Available: No 

Job Duties：

The Application Support Engineer focus on user support of RTM solutions in China. Work alongside of our business partners to identify, record, issues from the customer, work with vendors to establish a solution and report a timely resolution.
  
An application support engineer (ASE) is an IT professional who is responsible for troubleshooting the software applications a company uses and ensuring that help desk tickets are resolved in a timely fashion. In a large enterprise, an ASE may act as a subject matter expert for a specific software stack (RTM/Traceability systems in China) 
Incident Management -  Monitor the open incident tickets and provide updates to the relevant IT Managers on the status of the incidents. Work closely with the operational support teams such as Global Business Support, GSOC and Service Desk teams to ensure that information requirements are provided in a timely manner.
Support Business partners and peers from the Customer Facing Applications team as well as member of the Digital & Analytics community in the delivery of Digital Products. Support requirement collection through continuous iteration during the support phases. Work with vendor (winchannel) to get resolutions on a timely manner
Support Pipelines continuum by being active part of the monitoring and support process. Analyze unforeseen process termination and support the business continuity by reviewing and upgrading code and process to be error free and secure lowest maintenance efforts.  

Requirements:
     Bachelor's Degree in Computer Information Science
•    1+ years’ experience in Application support in retail industry
•    Strong passion for issue resolution and follow-up close loop communication
•    Knowledge of support tools in a call center environment
•    Issue resolution methodology via wechat
•    Provide technical support for enterprise-level application systems.
•    Respond to general questions and trouble tickets in a timely manner.
•    Research, diagnose, troubleshoot, and identify potential solutions for how to resolve an issue.
•    Prioritize multiple, open issues.
•    Document issue triage using Service Now tools, as troubleshooting progresses.
•    Follow best practices for change control of proposed solutions.
•    Maintain service reports.
•    Document actionable bugs for engineering resolution.

Goodyear is one of the world’s largest tire companies. It employs about 63,000 people and manufactures its products in 46 facilities in 21 countries around the world. Its two Innovation Centers in Akron, Ohio and Colmar-Berg, Luxembourg strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate.