Support Engineer - Digital, APAC

KEY RESPONSIBILITIES

Digital Operations & Production Support

• Provide hands-on L2/L3 engineering support for JD APAC digital services across Shopify Plus web, mobile app, kiosk and connected integrations.
• Monitor service health and customer journeys using platform, application and observability tooling; identify issues before they materially affect customers or operations.
• Triage, troubleshoot and resolve production incidents, defects and recurring problems, coordinating with internal teams and vendors through restoration and follow-up.
• Own or contribute to root-cause analysis, corrective actions and preventive improvements so recurring incidents are reduced rather than repeatedly worked around.
• Participate in the APAC support and on-call roster, including planned extended-hours coverage for critical services during peak trading, major releases and business events when required.

Engineering, Releases & Continuous Improvement

• Develop and deliver BAU fixes, small enhancements, automation and technical debt improvements using secure, maintainable engineering practices.
• Support releases through technical assessment, code review, testing, deployment, validation, rollback planning and post-release monitoring.
• Contribute to engineering standards, CI/CD practices, security, accessibility, performance optimisation and continuous improvement across the digital estate.

Collaboration & Knowledge

• Maintain operational documentation, runbooks, support procedures, architecture knowledge and service ownership information; contribute to effective knowledge transfer across locations.
• Work closely with the APAC Run and Change teams so new solutions are supportable, observable and ready for BAU ownership before release.
• Collaborate across time zones with ANZ, SEA and global teams, communicating clearly during incidents and providing timely updates to technical and business stakeholders.
• Mentor and share knowledge with support analysts, engineers and delivery partners, helping strengthen regional capability and reduce reliance on individual specialists.

Experience

• Bachelor's degree in Computer Science, Software Engineering or a related field, or equivalent practical experience.
• Strong software engineering experience supporting customer-facing digital commerce or high-availability web platforms in production.
• Hands-on experience with Shopify Plus or a comparable SaaS commerce platform, including storefront, app, webhook and platform integration concepts.
• Experience with React.js, JavaScript/TypeScript, HTML5 and CSS3; React Native or mobile integration exposure is desirable.
• Experience designing, building or troubleshooting REST and GraphQL APIs, event-driven integrations, webhooks and enterprise system connectivity.
• Production support experience including incident management, root-cause analysis, problem management, operational monitoring and service restoration.
• Experience with cloud, logging and observability services such as AWS, New Relic, Grafana or comparable tools.
• Experience with Git, CI/CD pipelines, automated testing, release controls and modern agile engineering practices.
• Experience supporting integrations across payments, loyalty, product/content, order management, fulfilment, analytics or customer platforms is highly desirable.
• Experience working across distributed teams, vendors and multiple time zones, with clear written and verbal communication during operational events.
• Experience in retail, eCommerce or omnichannel environments is highly desirable.