Developer Support Specialist

We are looking for a Developer Support Specialist to take an active role in supporting developers working with the Huawei Mobile Services (HMS) ecosystem. This role is focused on managing developer support tickets, troubleshooting, and providing proactive guidance rather than a technical, hands-on engineering position. You will work within the L1-L2 support process to ensure issues are resolved or escalated effectively, improve workflows, and contribute to enhancing the overall developer experience.

This is not a technical engineering role. The focus of this position is on process management, support, and developer guidance, rather than hands-on technical problem-solving. You will be expected to analyze and understand issues, provide non-technical solutions, and direct more complex issues to L2 support as needed. The role will focus on improving processes, documentation, and the overall developer experience within the HMS ecosystem.

Requirements

• Handle developer support tickets at the L1 level, diagnose issues, and provide solutions or guidance.
• Escalate more complex issues to L2 support and ensure they are resolved in a timely manner.
• Offer non-technical guidance to developers to help them navigate challenges and optimize their use of the HMS ecosystem.
• Provide best practices, usage recommendations, and solution-oriented advice to minimize recurring issues.
• Review and update existing documentation regularly to ensure it addresses common developer issues.
• Contribute to the knowledge base by creating new articles, FAQs, and guides to assist developers in solving problems efficiently.
• Continuously evaluate current processes and workflows, identify areas for improvement, and propose changes to enhance efficiency.
• Design and implement best practices to streamline ticket handling and troubleshooting.
• Gather feedback from developers to identify opportunities for improving the HMS ecosystem and developer tools.
• Collaborate with product teams to ensure that developer feedback is incorporated into product improvements
• Minimum Qualifications:
• Education: Bachelor’s degree in Engineering or a related field.
• Experience: At least 2 years of experience in online support or a similar customer-facing role.
• Communication Skills: Strong verbal and written English communication skills are essential.
• Problem-Solving: Solid analytical and troubleshooting skills, with the ability to break down complex problems and provide clear, actionable solutions.
• Team Collaboration: Ability to work effectively with various teams (L2 support, product development, etc.) to ensure issues are addressed properly.

Preferred Qualifications:

IT-Related Experience: Experience in an IT-related domain is a plus.

Mobile Applications and Android OS Knowledge: Familiarity with mobile applications and Android OS is a plus.